When a customer stop purchasing from a company or cancels a service, more often than not, businesses try to legitimise the reasoning behind lost profit.
“We didn’t want them as a customer anyway.”
“They weren’t our target market.”
Every user or customer, whether you believe they are your core market or not, can offer invaluable insights that will increase customer retention.
News of bad customer service reaches more than twice as many ears as praise for a good service and 82% of customers feel that their service provider could have done something to prevent them from switching.
Having a clear exit strategy for customers is imperative to building trust and respect for your brand, but also encourages ex-customers to give you another shot.
So what can you do to encourage a customer to stay and how do you offer them a great customer experience if they decide to leave anyway?
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