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Insomnia: September 2006

By Georgene Waterman | Dated September 18, 2006

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Better Customers

By Georgene  Waterman

Q: After working in the same industry for more than 20 years, I have seen many customers come and go. It seems to be getting harder to find and keep good customers. I would like some ideas, not just on how to keep customers, but how to make the customers I have loyal. What do you think?

A: It is important to understand why customers leave a business to understand where to intervene.
68 percent leave out of indifference (no real value they can identify);
14 percent leave due to dissatisfaction with the product or service;
9 percent leave due to price;
Continued...

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