Customer retention is what we all strive for in our businesses, and it’s important to continuously gain knowledge from your customer base so that everyone within your organization is informed and agrees upon exactly what elements are important in an effort to attract and retain loyal customers. We may think that we steer the ship, but we do so on the course charted by our customers. Failing to understand this course thoroughly can lead to rapid customer attrition.
We must never forget that our customers have choices. No matter how solid we think our product offerings or services might be, there is a chance that they are just a small part of a multitude of options that your customer has. That is why it is important to listen to what customers say about us as well as our competition. We can then use what we hear to deliver the best solutions.