Do you know the top reason any business loses their customers?
The Competition is Cheaper?
No this is not the top reason
Switched to a competitor their friend told them about?
No wrong again!
Here are the stats...
- 4% Natural attrition (moved away - passed on etc)
- 5% Referred to a competitor by their friend
- 9% Competitive reasons (price)
- 14% Product/Service dissatisfaction
- 68% Perceived Indifference
So what is "Perceived Indifference" I hear you ask?
In plain English it means that 68% of customers move away because they think you just don't care enough about them.
Now this might not actually be true - you may even have sleepless nights thinking about them - but do they know that?
One simple thing you can do is a regular e-zine / email.
This should not be just viewed as an excuse to promote your products or services.
It is an exercise in 'stroking your customers' (like you show your pet Cat/Dog you care)
If you pay particular attention to:
- Personalising it
- Make It Useful
- Not writing too much too often
It will serve to bring your business gently back into the consciousness of your customers and 'touching base' with them demonstrates that you value them and care about them.
You can see an example of such a service by exploring EasyMailer