When customers leave, 32% of them cite unresolved complaints, your competition or relocation as their reason for leaving. That leaves the vast majority who don’t offer a specific reason; they just go. But the truth is, their departure was triggered by the feeling that they weren’t valued as customers. They were ignored, transferred or overlooked often enough to persuade them that there was a better choice elsewhere. Remember, customers leave because they’re dissatisfied; they stay out of inertia; but they remain loyal when they’re thrilled at the value you place on them. That value shows up in the way you structure the customer experience. Is it built around their needs or yours?
