FEB 11	Are you losing customers to Indifference?
	Posted by: Talita Kindermann | 2 Comments

Here are some interesting statistics that give us food for thought...

Why we lose customers

4%	Natural attrition (moved away - passed on etc)
5%	Referred to a competitor by their friend
9%	Competitive reasons (price)
14%	Product/Service dissatisfaction
68%	Perceived Indifference

‘Perceived indifference’ is when customers feel that you don’t care about them; that they don’t matter to your business and that you couldn’t really care less whether they purchase from you or not.

It is the single most common reason we lose our customers to our competitors. Perceived indifference sends our customers away nearly 5 times more often than dissatisfaction with a product or service and over 7 times more often than for competitive reasons. Clearly, we need to pay far more attention to our attitude towards our customers.

We often assume that our customers’ key concern is price - little do we realise that we can differentiate ourselves and win over our customers time and time again by simply demonstrating that we value them.

As in all relationships: communication is key. We need to let our customers know that we care. Ask them for feedback, reward them and think about other ways in which we can meet their needs.

These statistics are provided by Prof John Gattorna - Macquarie University.

Stored in: General Business