No surprises I suppose but the latest study from American Express has a buffet of statistics showing why service matters and how it is so tied to customer defection. Here are a couple that resonate at this time of the year: 64% of customers who have walked out of a store becuase of poor customer [...]
Archive for the ‘Defection’ Category
Opiniator was featured in a great article by Patrick Wheeler of Management Contract Services recently. As always, Patrick reviews the facts, provides the summaries and a sample P&L to demonstrate the massive impact customer defection has on a business. To review the full article – click here.
Well reasoned but disturbing post from Jill Griffin from the Harvard Management Update, stating “customer defection is more likely to occur just after the first purchase than at any other time“. The rationale is that these newbies need confirmation quickly that what they bought / using was the right decision. So a business not only [...]