Getting new customers takes work. So wouldn’t you think organizations would try to hold on to the ones they already have?

Satisfied customers are unlikely to look for an excuse to leave. But make it difficult for them to work with you, and you’re practically giving them an invitation out the door.

Last week I tried to buy a product online from a company with whom I’ve done business for years. This particular product was only available online. It took five logins and four phone calls to get this right. If I had not been set on purchasing this, I would have walked away long before then. I’ll certainly not recommend this organization to others.

Have you tried to “shop” your own company or website? What can you do to streamline your processes, to make it simpler for customers to keep coming back and doing business with you?

You’ve already done the hard work. Don’t make keeping customers so difficult.

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linda@popky.com
(650) 281-4854
www.leverage2market.com