Dec 152011

It’s cheaper to keep present customers than to find new ones

Someone has done studies to look at how/why customers stop using a business and the results are startling.  A few percent move, another few percent move because they get a better offer, some die (literally) but by far the biggest percentage – around 69% – move on because of indifference from the business they were using.  That sounds like bad news but in fact for you, if you’re going to run your business properly, it’s going to be good news.  If 69% of companies don’t have a good customer service program the it’s not going to take much from you to become one of the 31% who do.  Let’s look at a few ways to keep those customers. Continue reading »