Increase Customer Retention and Satisfaction: I’m Losing Customers and I Don’t Know Why
Read my column in this week’s Denver Business Journal and increase customer retention, satisfaction, and service:
We’ve all had customers we thought were satisfied, and the next month they’re off our books and we don’t know why.
Your customers are under no obligation to tell you why they replaced you. In fact, they have no incentive to give you feedback. Why would customers risk your defensiveness? It’s easier for customers to disappear than tell you what they don’t like about your products or services.
If you’d like to read the column in it’s entirety, please visit: http://www.bizjournals.com/denver/blog/broadway_17th/2013/02/im-losing-customers-and-i-dont-know.html?page=all
About Shari Harley
Shari Harley is the founder and President of Candid Culture, a Denver-based training firm that is bringing candor back to the workplace, making it easier to give feedback at work. Shari is the author of the business communication book How to Say Anything to Anyone: A Guide to Building Business Relationships that Really Work. She is a keynote speaker at conferences and does training throughout the U.S. Learn more about Shari Harley and Candid Culture’s training programs at www.candidculture.com.
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Tags: customer feedback, customer retention, customer satisfaction, questions for customer service, questions for sales
