This article by Sean D'Souza on www.marketingprofs.com discusses why customers leave and how to stop them leaving. Here are some highlights:
In a Bain & Company survey of major corporations, they found that on average, U.S. Corporations lose half their customers in five years. Notice, it wasn't 'one year' or 'suddenly'. Clients have a tipping point. They get unhappy bit by bit and then its camel-back-breaking time. So if you think that all your customers are happy with you-they aren't. It's a basic fact of life.
When a study was done on one bank, they found they had as many accounts as they had a year ago. What they failed to measure was how most of the people had 'silently' transferred the money out into other banks and the closure of the account was a last measure, somewhere down the line.
Getting Complaints is Like Winning Lotto!
Sean D'Souza uses age-old psychology and marries it to modern technology on his website www.millionbucks.co.nz.Ok, the website name looks like puffery, but we guarantee it isn't.