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Why customers leave?
Welcome to Quinney's Scribbles - September 2008


Do customers leave mainly due to high prices or is there something else on their mind?

Michael LeBoeuf published results of a large survey into why customers leave and go elsewhere.

His research has hugely important implications for you and showed that: 1% die or become insolvent; 3% move away; 5% are influenced away; 9% get a better deal; and now the really interesting ones: 14% leave because of what they consider to be unresolved conflict; and 68% leave because of perceived indifference - in other words:

They think you no longer care!


These last two categories may represent 82% of your lost customers. What are you doing about this? After all, it can be a costly and difficult business trying to get new customers.

Tony Quinn can review and highlight ways to improve your approach to help secure your existing customers and help re-gain lost customers.

Please open this month's Quinney's Scribbles online below , read online or print off our 2 page PDF as you prefer.


Reflections:

"Experience is the worst teacher - it gives the test before presenting the lesson".
Vernon Law

"It is not enough to just do your best or work hard. You must know what to work on."
W. Edward Derning

"The best way to predict your future is to create it."
Abraham Lincoln

You are welcome to contact me,

Tony Quinn

at tonyquinn@iib.ws

0845 006 9455



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Why customers leave?
Quinney's Scribbles - August 2008
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