If we take a moment to think of the top five things that a business struggles with, customer retention has to be near the lead.
We spend so much time trying to lure new business, only to discover we are then riding a roller-coaster of repeat business uncertainty.
It’s definitely a challenge for any organization in these competitive times, and so it should be.
I don’t think there are too many industries who can afford to adopt the mindset of “if you don’t like it, go somewhere else”.
Your rivals will love that. So will their bank balance.
Who knows? Maybe your organization is ridiculously successful, and doesn’t want, or need the business. If so, congratulations, however you probably won’t be interested in reading this. For the rest of us, we may need a little guidance on how customers, and their experiences can contribute significantly to our success.