Turning Lost Customers into Gold

"Loyal customers will tell you about problems you may not know about, so you can act on them before you lose customers."

"There are several reasons for learning how much customer defections cost you."

"The first step of your Information System is learning what your customers want, need, and expect from your organization."

"There are four prerequisites before you benchmark."

"Another important component of your Information System is collecting data directly from customers."

"The most important reason for getting feedback is the insight it provides."

"You need to know how much customers spend each year they stay with you and how much it costs to service them along the way."

"You need to ask specific, relevant questions that don't threaten, manipulate, or put others on the defensive."

"You may think that reaching 99 percent accuracy would be great. But just look at what you'd get if 99 percent were good enough."

"When customers feel listened to, they stay with you."

"As for how service breakdown feels, customers have two basic feelings about service breakdown: annoyance and victimization."

"By far the most important way you can help keep customers loyal and break down barriers to customer loyalty is through your own behavior."

"How can you tell if your team is on track?"