Observation, thoughts, and information.

Customer Vanishing Act


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:

  1. You broke a promise: When you promise a certain benefit, deliver on it.
  2. Your representatives are rude: Monitor customer interaction.  Providing constant training is always the best answer to building a strong customer service team.
  3. Unwanted solicitation: Segment your customer base as to avoid marketing spamming.
  4. 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.