Why Customers Leave (and How to Win Them Back): (24 Reasons People are Leaving You for Competitors, and How to Win Them Back*)

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Red Wheel/Weiser, Apr 1, 2019 - Business & Economics - 224 pages

+++ Named One of Forbes Top 10 Books Of 2019 +++

"If you have become tired of spinning your wheels and watching clients leave without warning, this book will show you how to foster genuine interactions, such as through video, rather than pursuing one-off 'wow' moments." --Forbes

Discover the 24 reasons people are leaving you for competitors and how to win them back.

In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the very visible reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently drive customers and prospects to competitors, and offers a multitude of creative strategies and tactics to attract and retain new prospects.

In the book, David explores and articulates the disturbing new dynamic that has arisen from easy-to-find, one-click-away, at-your-fingertips options: “We have become a world of impatient, intolerant and demanding customers, and we move on quickly if inconvenienced in any way. Don’t blame the millennials! We have seen the enemy, and it is all of us.”

 

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Why Customers Leave (and How to Win Them Back): (24 Reasons People Are Leaving You for Competitors, and How to Win Them Back*)

User Review  - Publishers Weekly

Long on overconfident bluster and short on new ideas, this clarion call for better customer service from Avrin (It’s Not Who You Know, It’s Who Knows You!), a speaker on marketing, aims to light a ... Read full review

Contents

Blink and Theyre Gone
1
1 Stop Telling Us No
11
2 Dont Fake It Until You Make It
22
3 Automation Kills Loyalty
30
4 Dont CloseEver
38
5 Dont Be Hard to Reach
46
6 Dont Pee on My Leg and Tell Me Its Raining
55
7 We Dont Want to Do Business Your Way
63
15 Stop Making Us Do Your Work
132
16 Your Stalking Is Creeping Us Out
140
17 Avoid the Sin of Omission
148
18 Your Management Fails to Manage
155
19 Show Us That You Care About Your Business
164
20 Stop Wasting Our Time
170
21 Stop Being Cheap
175
22 Dont Take Us for Granted
181

8 Dont Punish Everying for the Actions of a Few
73
9 Fix Your Dysfunctional Website
82
10 You Get One Change So Dont Blow It
91
11 Its Not What You Want to Say Its What We Want to Hear
100
12 My Call is Not Very Important to You
109
13 Dont Treat Me Like You Want to Be Treated
116
14 Dont Pass the Buck and Dont Throw Coworkers Under the Bus
124
23 Being Good Is No Longer Good Enough
187
Be a Great Customer
191
Notes
193
Index
195
About the Author
201
Backcover
206
Copyright

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About the author (2019)

David Avrin, CSP has become one of the most popular speakers on Customer Experience and Marketing in the world today. In recent years, David has presented for enthusiastic organizations and audiences in 22 countries on 6 continents including: Singapore, Bangkok, Melbourne, Buenos Aires, Manila, Rotterdam, Bangalore, Sydney, London, Barcelona, Monte Carlo, Johannesburg and Dubai. A former CEO group leader and an in-demand speaker for Vistage International, the world’s leading CEO member organization, David Avrin has had over 4,000 one-on-one conversations with company leaders regarding their value proposition and competitive advantages. David Avrin is the author of: Its Not Who You Know, Its Who Knows You and Visibility Marketing.

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