In This Chapter
Looking at how good customer relationships go bad
Identifying behaviors that send customers packing
Asking five “why” questions to determine where problems lie
Prioritizing problem-solving with Pareto analysis
Creating and conducting your own customer experience diagnostic
Human relationships — whether a marriage between two people or the relationship between a customer and a business — constantly change and evolve. No one person is the same as she was yesterday, and neither is any one relationship. There is no neutral; things are either getting better or they’re getting worse. Unless you work tirelessly to stay current with your customers — to be aware of their level of engagement with you, your products, your services, and your brand — you’ll find that the relationship will change for the worse, right under your feet.
This chapter pinpoints the problems that commonly plague relationships ...