70 Percent of Customers Are Lost From Neglect

By Jeb Blount via Iris.xyz

You don’t send me flowers, you don’t sing me love songs, you hardly talk to me anymore. Barbara Streisand and Neil Diamond sang these words in their iconic love song “You Don’t Bring Me Flowers,” where two lovers, who have drifted apart, describe the feeling of being taken for granted.

Have you ever been taken for granted? Can you describe the emotion? Does it make you feel unimportant, small, resentful, angry, and indifferent?

The reality is, and the data tells us, that almost 70% of customers are lost because of neglect. Not prices, not products, not the economy, not aggressive competitors. Neglect! They feel taken for granted and unimportant.

Often when customers defect to a competitor we fail to face the real reason. When you ask your customer directly why they left, more often than not, they respond with a litany of “logical” reasons because it is difficult (and painful) to articulate the emotion of neglect. In other cases, post modem surveys ask only about the rational reasons for defecting rather than the emotional reasons.

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