Why Customers Leave (and How to Win Them Back)
Forbes recently named Why Customers Leave as “One of the 7 Business Books Entrepreneurs Need to Read!”
There’s no shortage of books and articles encouraging organizations to create “wow” experiences for their customers or clients. But those efforts mean little if your policies and behaviors are inadvertently driving customers away and into the arms of competitors.
From over-surveying and restricting access to “real people,” to sending your valuable customers to voice-mail hell, requiring a purchase to use your bathroom and simply saying “no” far too often, business today are creating policies that leave their customers frustrated — and angry customers don’t stick around!
In this enlightening, entertaining and very frank book, customer experience and marketing expert David Avrin shines a light on the short-sighted policies and behaviors that are too often disguised as “efficiency” or “customer choice.”
Available in Hardback, Kindle and Audiobook!
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