| Some Dissatisfied Customers return while Others never do Business with you again
Successful businesses not only grow their business by adding new customers, but they are also able to retain old customers as well.
Some businesses are so focused on building a new customer base that they alienate existing customers. Some dissatisfied customers will continue to business with your organization until a better option arises. Others may end their relationship and may never return. Our studies show that some alienated customers may refuse to return simply because of a minor incident. Some customers hold grudges for decades.
Success depends on understanding what factors cause dissatisfaction. Knowing and addressing these factors can result in defusing dissatisfaction before it results in an alienated customer who refuses to return. Chances are that if these factors affect a few customers, they may be factors affecting others as well.
Dissatisfaction Studies can be used to determine the factors that lead to alienated customers. Whatever alienates your customers must be addressed before they switch allegiances and support your competition. Instead of simply focussing on marketing strategies to grow sales, businesses also need to focus on marketing strategies that will foster long-term customer relationships.
Customer Dissatisfaction Studies are not difficult or costly. They can be accomplished by focussing on a small subset of your existing customers in order to determine what factors dissatisfy them. We can also learn what factors will eventually lead to them switching to the competition. Once these factors are determined, strategies can be developed to alleviate customer dissatisfaction
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Your Competition's Unsatisfied Customer is your Potential Customer
An essay way to grow sales can be accomplished by determining what your competition is doing wrong and simply doing it right. Your competition loses customers when they not only fail to satisfy their customer's needs, but also when they unknowingly antagonize them. These customers are ripe for the picking.
Once you understand what factors lead to your competition's customer's being unsatisfied, you can develop strategies to win them over.
Accomplishing this is simple. We select a random sample of your competition's customers and determine what factors dissatisfy them. We can isolation which factors are an annoyance but will not result in them switching allegiances and what factors will eventually lead them to doing business with someone else.
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