In another example of where every customer interaction is a moment of truth, if a company makes it easy for a customer to leave then the customer may come back in time. Make it difficult, and the customer may never return.
See http://bit.ly/7ixuK
Where there is so much competition around, you have to earn a customer's loyalty and that means providing "great products at the right price and backing it up with great service". Shouldn't all customers deserve this quality, not just new customers but even customers that have already been loyal. If it really is better to save an existing customer than to find a new one, why do companies not look after their loyal customers better? Is it because they have already given enough of their money that they have already become profitable? Is it because companies have customer acquisition strategies in place but do not have similar strategies in place to keep customers?
In another example of where every customer interaction is a moment of truth, if a company makes it easy for a customer to leave then the customer may come back in time. Make it difficult, and the customer may never return. See http://bit.ly/7ixuK
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