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Why customers leave (and how to win them back) / David Avrin

By: Avrin, David.
Publisher: Newburyport, M.A. : Career Press, 2019Description: xx, 200 p. ; electronic resource.ISBN: 9781632651518.Other title: 24 reasons people are leaving you for competitors and how to win them back.Subject(s): Public practice | Customer relationships | Customer serviceOnline resources: Download as an eBook
Contents:
Blink and they're gone -- Stop telling us no -- Don't fake it till you make it -- Automation kills loyalty -- Don't close - ever -- Don't be hard to reach -- Don't pee on my leg and tell me it's raining -- We don't want to do business your way -- Don't punish everyone for the actions of a few -- Fix your dysfunctional website -- You get once chance, so don't blow it -- It's not what you want to say, it's what we want to hear -- My call is not very important to you -- Don't treat me like you want to be treated -- Don't pass the buck (and don't throw your coworkers under the bus) -- Stop making us do your work -- Your stalking is creeping us out -- Avoid the sin of omission -- Your management fails to manage -- Show us that you care about your business -- Stop wasting our time -- Stop being cheap -- Don't take us for granted -- being good is no longer good enough -- Be a great customer.
Summary: Advises that the new customer is impatient and will abandon a service provider if inconvenienced in any way. Examines why customers leave companies for their competitors, and offers creative and practical strategies and tactics to attract and retain new prospects with customer-centric websites and service.
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Blink and they're gone -- Stop telling us no -- Don't fake it till you make it -- Automation kills loyalty -- Don't close - ever -- Don't be hard to reach -- Don't pee on my leg and tell me it's raining -- We don't want to do business your way -- Don't punish everyone for the actions of a few -- Fix your dysfunctional website -- You get once chance, so don't blow it -- It's not what you want to say, it's what we want to hear -- My call is not very important to you -- Don't treat me like you want to be treated -- Don't pass the buck (and don't throw your coworkers under the bus) -- Stop making us do your work -- Your stalking is creeping us out -- Avoid the sin of omission -- Your management fails to manage -- Show us that you care about your business -- Stop wasting our time -- Stop being cheap -- Don't take us for granted -- being good is no longer good enough -- Be a great customer.

Advises that the new customer is impatient and will abandon a service provider if inconvenienced in any way. Examines why customers leave companies for their competitors, and offers creative and practical strategies and tactics to attract and retain new prospects with customer-centric websites and service.

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