O'Reilly logo

Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

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 ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required