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The first thing is to understand why customers stop doing business with you.
* 1% die
* 3% move away
* 5% seek alternatives or develop other relations
* 9% begin doing business with the competition
* 14% are dissatisfied with the product or service
* 68% are upset with the treatment they received
That means you have some control over 96% of the reasons customers stop doing business with you. Providing great customer service prevents most of these problems from occurring.
An old adage to remember is that it costs five times as much to develop a new customer than to keep a old one.
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