How to Lose Customers - without really trying!
By Paul Linnell
You can’t help noticing today that some organisations seem to have
“stopped bothering about customers”. Perhaps it’s an indication that
some in our “throw-away society” now consider that an existing customer
is no more than a passing encounter that can be simply cast aside, and
easily replaced with a new one.
In the past few weeks I’ve been personally reminded several times,
how rare it has become for customers to experience good service, and there’s
a danger that some organisations are simply taking advantage of that
fact and simply not bothering anymore.
- Not bothering to return calls,
- not bothering to provide quotations when they promise to
- not bothering to provide an after-sales service for their
- not bothering to tell their account holders that
their bank branch has closed down
- not bothering to provide comprehensive
for their products, or...
- not even bothering to provide a number to call if
Incredibly, all of these have happened to me in the past
three weeks, and I know I’m not alone.
But what it does reveal, is that there's now an incredible opportunity for organisations to differentiate themselves by simply paying attention to the needs of their customers.
What you’ll learn in this episode:
In this episode I’m going to tap into our customer experience
research again, and give away the secret of how you can make your
organisation incredibly successful at what it does, by getting CX right.
It’s how a business can out-perform its competition, and how a public
service can build incredible public support.
But first I want to take a look at what NOT TO DO. I’m going to
look at three key things our research confirms about:
“How to lose customers – without really trying!”
Also mentioned in this episode
About Paul Linnell
Paul Linnell is a customer experience and service quality
improvement champion, working internationally with senior managers
and their teams to help them achieve business success, reduce risk
and build customer loyalty and advocacy by taking actions to improve
customer experiences. Paul specialises in the design and deployment
of customer experience measurement, service quality improvement,
complaints handling and preventive analysis programmes. Industries
he has worked with include, Automotive, Consumer electronics,
Consumer goods, Electricity & Gas retail, Financial services,
Information technology, Local Government and Public Sector, Media /
Publishing, Passenger travel (Rail, Air and Sea), Pharmaceuticals
and Telecommunication. Paul has worked with clients and presented on
these subject at conferences and corporate events in the UK, Europe,
North America, the Middle East, Australia and New Zealand.
Originally from the UK and now based in New Zealand, he continues to
serve clients globally.