Customers genuinely do care about how they’re treated, and they’re not shy about voting with their feet. According to Harris Interactive, 86% of the customers who stop doing business from a company do so because of a bad experience – that’s up from just 59% four years ago. Why is this happening? Are employees becoming …
We’ve all seen it – the new hire who doesn’t even bother show up for the first day on the job, or the temp who doesn’t come back for the second day of work. Usually they’re young, and they haven’t quite figured out how things really work, but still, you want to say, “Look, kid, …
In tough times, there are two kinds of businesses: those that are quick to respond to the needs and concerns of customers, and those that probably won’t be in business for very long. You need to make sure that your business is in the first category, and not the second. One of the best ways …
In the last post, we talked about some of the actual costs of replacing customers that you’ve lost, rather than keeping the ones that you already have, the possibility that there may be no replacements, the cost of recruiting new customers, and the time required before they become profitable. Well, as you may have suspected, …
