Customer behaviour is always changing, trends are always evolving and expectations are higher than ever. Organisations are now at a crossroads when it comes to customer retention and attraction – yes, we have customer data that shows us how they interact with our brands through various journeys – but what happens when we have mass drop offs that lead to competitor migration? Does your organisation know where your customers are going when they drop off? Does your organisation know why your customers are dropping off? Here are 6 reasons you may be losing customers.
- Poor customer service experience
- Failed to meet expectations
- You didn’t show value
- Inconsistency in your brand
- You’re not learning from your mistakes
- Your experiences or journeys are out of date