Over the years I\u2019ve stopped doing business with quite a number of companies. Sometimes it was because my needs changed. More often it was because I was tired of being ignored.<\/p>\n
It always amazes me how hard most companies will work to acquire a new customer, and how little they\u2019ll do to keep him.<\/p>\n
So, let\u2019s take a test, shall we?<\/p>\n Why Customers Leave My Business <\/p>\n 1 _____ Price. Go ahead. Take your time. Since there can be multiple reasons, don\u2019t worry about making the totals add up to 100%.<\/p>\n Finished? Shall we compare your results to those of 369 other companies surveyed by Right Now Technologies*, as reported in a recent white paper?<\/p>\n 48%—<\/span>Price. Do your answers look anything like these?<\/p>\n Then you\u2019re in deep trouble.<\/p>\n Because while you\u2019re reacting to a perceived price issue, or assuming that customers don\u2019t need you any more, the customers have their own reason for not doing business with you. And their reasons don\u2019t look anything like yours.<\/p>\n Here\u2019s what 300 customers said in that same survey:<\/p>\n 73%—<\/span>Customer service. Have you followed up on your lost customers?<\/p>\n Do you know why they stopped doing business with you?<\/p>\n Do you even know whom they are? <\/p><\/div>\n <\/p>\n
<\/strong>
In each blank, please write the percentage of your former customers who left because of:<\/p>\n
2 _____ Customer needs changed.
3 _____ Customer service.
4 _____ Quality.
5 _____ Convenience.
6 _____ Functionality.
7 _____ Other. <\/p><\/blockquote>\n
35%—<\/span>Customer needs changed.
21%—<\/span>Customer Service.
17%—<\/span>Quality.
17%—<\/span>Other.
15%—<\/span>Convenience.
14%—<\/span>Functionality.<\/p><\/blockquote>\n\n
31%—<\/span>Quality.
25%—<\/span>Price.
15%—<\/span>Functionality.
15%—<\/span>Other.
09%—<\/span>Convenience.
08%—<\/span>Customer Needs Changed.–<\/span><\/p><\/blockquote>\n