Understanding Why Customers Leave Very few organizations ever call former customers to ask why they have taken their business elsewhere. And that is a mistake. I coach my clients to conduct on-going research with lost customers, with a focus on asking three pertinent questions: have they experienced any problems or disappointments with the quality of the product delivered? Have they experienced any problems or disappointments with the service delivery? What would it take …
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About Steven Howard
Steven Howard is a leading marketing strategist, positioning specialist, consultant, and author whose 30-year marketing and sales career in Asia/Pacific and Australia has covered a wide variety of fields, ranging from consumer electronics to publishing and from a national airline to personal financial products.
He is the author of 7 books, several blogs, and the weekly Monday Morning Marketing Memo.
Web site: www.howard-marketing.com
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