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Do you know why you win or lose customers?

A reported 68% of clients who leave do so because they feel unappreciated, unimportant, and taken for granted. We think that 68% of customers are worth holding on to. Read on to find out how ...

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All businesses need to find, develop relationships with and keep customers. Often, finding customers is the easy part; it's keeping them that proves more difficult. A reported 68% of clients who leave do so because they feel unappreciated, unimportant, and taken for granted. We think that 68% of customers are worth holding on to. Read on to find out how … Asking yourself why your business wins – and loses – customers can help to shed light on the things you're doing right and wrong. Address your ‘churn' As a priority, you should address your turnover of customers. Change things, and start to care about your customers and retain them, other customers might notice the change as well and do more business with you. Put yourself in your customers shoes It is how your customer perceives you that really matters – not how you perceive yourself. Once you understand why, you can leverage and exploit that knowledge. If you want to know what your customers think, ask them! Do they feel unappreciated, unimportant, and taken for granted? If they do then you could be on the brink of losing them. Understand what you do well Ask yourself why you win customers in the first place? The answers might help you learn what you are doing right, and then you can exploit that knowledge to win more new custom. Did customers come to you because of your excellent product, customer service, pricing, or were they recommended to you by other customers? However you win custom, it is worth using this knowledge as a marketing tool, giving you a competitive advantage. Use these points – perhaps illustrated by quotes from happy customers - in your marketing to tell potential customers what makes you so good. Whatever your business, just ask this simple question: why do we win and lose customers? Be open to the answers; sometimes you might not want to hear them but you need to understand the positives and the negatives and then act upon the knowledge to improve your customer retention and win more business. Source: DanKennedy.com 2010 About the author This article was contributed by nxo, specialists in strategic marketing communications. If you require help with marketing and sales, call the Forum's member helpline on 0845 130 1722 to find out how we can help.

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