Losing a customer impacts a business in several ways; loss of a sale and future sales, reputational damage if a dissatisfied customer tells their friends or broadcasts it on social media, and loss of valuable referrals. Here we explore the true cost of customer loss and how to stop customers leaving for good.

1. Losing a customer impacts a business in
multiple ways. Here are 6 steps to stop
customer churn ...
MAKING
CUSTOMERS' LIVES
EASIER
Where Customer Effort increases,
Customer Satisfaction decreases.
Reducing customer effort involves
navigating the customer journey from
their perspective while asking the
questions, what works well? What are the
stumbling blocks? What could be
improved to make things smoother, more
effortless?
Complaints are raw feedback that need
attention. As well as an opportunity to
find a solution, research is a chance to
put the infrastructure in place to
prevent other customers feeling the
same and hot footing it to the closest
competitor.
REGULAR
CUSTOMER
RESEARCH
The omnichannel approach has widened
the gaps for poor service to occur, fuelling
customer churn and losses. Implementing
rolling customer satisfaction surveys,
such as a CSI Index, will uncover where
gaps lie between service quality
expectations and real-life service delivery.
OMNI-CHANNEL
CUSTOMER
FEEDBACK
Happy employees, equal happy customers.
As well as caring about their work,
including going the extra-mile to deliver
those ‘wow’ moments that make a
company stand out, engaged staff are
more productive.
LISTEN AND
RESPOND TO
EMPLOYEES
However a complaint is conveyed –
privately or publicly – having a
responsive, robust process in placefor
dealing with them is vital. Never leave
a customer hanging on social media!
DEAL WITH
COMPLAINTS AS
THEY HAPPEN
KEEP A
CLOSE EYE ON
COMPETITIORS
Developing a strong customer experience
means knowing what competitors are up
to. Competitor benchmarking and analysis
delivers several advantages, including
insight to company strengths and
weaknesses, identifying points of
differentiation and where to develop niche
services to keep up customer engagement.
FIND OUT MORE
Like to know more about how our leading customer, employee and
competitor research can help raise your customer experience and stem
customer loss?
HOW TO STOP
LOSING CUSTOMERS
(For Good)
CONTACT WWW.TTI-GLOBAL-RESEARCH.CO.UK