Title - Why customers become inactive Tags - retention
80% of lost clients left for reasons that can be rectified if you do something about it. Most fall into one of four categories:
(1) They no longer need or benefit from that product or service
They had a great experience but they outgrew use of you services. In this case, it’s a perfect scenario to ask for referrals.
(2) They had an unsatisfactory experience with the business
Customers become dissatisfied with a business for all sort of reasons. Even though most organisations never intentionally upset customers, there is plenty of opportunity for them to do so without realising 202107071212.
As a result, many of the customers who receive an unsatisfactory experience never come back, will tell other people (negative word of mouth), and not tell you the business that they are unhappy 202107071158.
This is a good thing. It’s an opportunity to discover the reasons for their poor experience, listen to them, show how much you care, apologise, and do something to make it right. Ultimately, to rekindle the relationship.
50% of this category of inactive customer can be reactivated just by doing something to right the wrong.
(3) A change occurred in their life or business that interrupted their relationship with your enteprise and they never started again
Perhaps they were ill, went on holiday or changed their working hours. There are many reasons why a customer can slip out of their habit of transacting with your business that have nothing to do with loyalty or poor experience.
(4) The business or service is one that needs to be continuously marketed to retain customers
[#abraham1997howtogetfrom]: Jay Abraham: How To Get From Where You Are To Where You Want To Be.