Every business leader knows just how difficult and costly it is to acquire new customers. With customer churn reaching 50 percent or more every five years, its time to address the cause.
Customer retention is something that every business needs to continue to improve. In order to make sure that all of the money invested in generating business is used to its maximum potential, you need to make sure that every effort is made to keep customers on board.
According to research conducted by Professor John Gattorna of Macquarie University in 2008, 68 percent of customers are lost due to “perceived indifference” from their current provider. That’s far more than the 9 percent lost due to price or even the 14 percent due to dissatisfaction with the product itself.
Essentially, most customers go elsewhere because they don’t feel like they are valued by their service provider. That’s something that can be hard to combat for a company whose primary focus is acquiring new business. Finding the resources to sit down with individual customers one-on-one isn’t practical, of course, but that’s the kind of customer care mindset you need.
Let AGR Customer Service help you combat perceived indifference. We maintain a well-trained customer service staff that can properly communicate to your customers just how valuable they are, and we have a proven track record of doing just that. Contact us today for a consultation!