Have you ever wondered why a business loses its customers? There are several reasons; while some are very logical and others seem silly, we must pay attention to this factor to mitigate user loss.
Some percentages demonstrating customer churn start with 1% who are customers who pass away, 3% of our customers move elsewhere, 5% because they make friends with others, 9% leave the business because competitors' prices are lower, and 14% of customers are lost due to poor quality of the business's products or services.
These are figures that are concerning in a way. But there is an alarming percentage that perhaps is not taken into account: 68% of customers leave our business due to ego, indifference, and poor service from sales and customer support staff; that is, due to a bad action on the part of salespeople, supervisors, managers, phone operators, secretaries, dispatchers, collectors, and anyone else who comes into contact with them. But what is most disturbing, especially in advertising agencies, is a matter of ego—considering that the budget is not sufficient, or that creatively there is not enough incentive... an element so common and repeated, especially among advertising creatives.
Customer service is undoubtedly one of the elements on which any business, regardless of what it sells—product, tangible or intangible service—must focus if it wants its business, product, or service to succeed.
Hand in hand with this is customer loyalty, which seeks to reduce that alarming loss of customers; through it, what we can do is keep our customers happy, comfortable, and loyal to our products.
Always keep in mind that it is easier to retain a customer than to acquire a new one.