Managing Knock Your Socks Off Service, 3rd Edition

7

Learning from Lost Customers

Honest criticism is hard to take, particularly from a relative, a friend, an acquaintance, or a stranger.

—Franklin P. Jones

At first glance, putting the words “customer” and “forensics” in the same sentence might seem like a morbid oxymoron. But, lost customers can be somewhat like murdered victims—their cause of departure requires thoughtful investigation!

Forensics is the examination of evidence using a broad spectrum of disciplines to arrive at a conclusion or insight. Customer Forensics™ is typically used as a postmortem examination of hidden customer information to determine the real cause for the loss of the customer. Customer forensics also entails a timely investigation before facts and perceptions are ...