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 ...