In a recent article in Entrepreneur Magazine, digital media consultant and investor John Boitnott provides four reasons why customers vanish without a word. Boitnott explains, “While there’s no one-size-fits-all model to customer dissatisfaction, there are some common issues that send customers scrambling.” He suggests these four being the most common culprits:
- You broke a promise: When you promise a certain benefit, deliver on it.
- Your representatives are rude: Monitor customer interaction. Providing constant training is always the best answer to building a strong customer service team.
- Unwanted solicitation: Segment your customer base as to avoid marketing spamming.
- The competitor offered a better deal: Keeping your ear to the ground — clearly understand what your competition is offering is important. While you can’t avoid being one-upped, being informed about what the competition is doing, is the best weapon.
Constantly collecting data and customer feedback is the best way to build your customer base.