In some businesses it's easier to tell when a customer is about to leave. Some businesses have contracts with their customers when they must be notified when it's about to be terminated. Some customers, in rare cases, will call to say why they are leaving. These companies can immediately start to win back customers. Customer Save teams and save offers are quick wins to keep customers who are about to leave your business.
- You may have a business that enables you to know…when a customer is about to leave.…Perhaps they have a contract and must inform you…when they plan to terminate it.…Or in rare cases, they will call or email to say…they're leaving and why.…This often happens when a customer…feels a real bond with a front liner…that they've worked with for years.…If that's the case, consider yourself fortunate…because you can start immediately to win back that customer.…
But your business may be one of those…in which you get no warning…that your customer's about to leave.…They might just silently walk away…or start buying less and less…until they're buying nothing at all.…Here's a stat that should scare you.…According to the research firm, right now,…as many as 89% of consumers…began doing business with a competitor…following a poor customer experience.…
There's a lot of clues that can tell you…that you're on the brink of losing a customer.…You sometimes have an opportunity to do a quick win back.…In many cases, your company's credibility…
Jill shows that customers defect for one of five reasons: (1) intentionally pushed away, (2) unintentionally pushed away, (3) pulled away, (4) bought away, or (5) moved away. She also outlines which of these customers are the easiest to win back—and how to say "sorry" in a way that will resonate.
- Why winning back customers is crucial
- How customers say goodbye
- The five types of lost customers
- Running a lost customer campaign