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Why Customers Leave (And How to Win Them Back)

Book Description

Discover the 24 reasons people are leaving you for competitors and how to win them back. In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the very visible reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently drive customers and prospects to competitors, and offers a multitude of creative strategies and tactics to attract and retain new prospects. In the book, David explores and articulates the disturbing new dynamic that has arisen from easy-to-find, one-click-away, at-your-fingertips options: “We have become a world of impatient, intolerant and demanding customers, and we move on quickly if inconvenienced in any way. Don’t blame the millennials! We have seen the enemy, and it is all of us.”

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright
  4. DEDICATION
  5. CONTENTS
  6. ACKNOWLEDGMENTS
  7. FOREWORD
  8. PREFACE: DON'T SKIP THIS
  9. INTRODUCTION: BLINK AND THEY'RE GONE
  10. 1: STOP TELLING US NO
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  11. 2: DON'T FAKE IT UNTIL YOU MAKE IT
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  12. 3: AUTOMATION KILLS LOYALTY
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  13. 4: DON'T CLOSE—EVER
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  14. 5: DON'T BE HARD TO REACH
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  15. 6: DON'T PEE ON MY LEG AND TELL ME IT'S RAINING
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  16. 7: WE DON'T WANT TO DO BUSINESS YOUR WAY
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  17. 8: DON'T PUNISH EVERYONE FOR THE ACTIONS OF A FEW
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  18. 9: FIX YOUR DYSFUNCTIONAL WEBSITE
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  19. 10: YOU GET ONE CHANCE, SO DON'T BLOW IT
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  20. 11: IT'S NOT WHAT YOU WANT TO SAY, IT'S WHAT WE WANT TO HEAR
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  21. 12: MY CALL IS NOT VERY IMPORTANT TO YOU
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  22. 13: DON'T TREAT ME LIKE YOU WANT TO BE TREATED
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  23. 14: DON'T PASS THE BUCK (AND DON'T THROW COWORKERS UNDER THE BUS)
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  24. 15: STOP MAKING US DO YOUR WORK
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  25. 16: YOUR STALKING IS CREEPING US OUT
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  26. 17: AVOID THE SIN OF OMISSION
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  27. 18: YOUR MANAGEMENT FAILS TO MANAGE
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  28. 19: SHOW US THAT YOU CARE ABOUT YOUR BUSINESS
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  29. 20: STOP WASTING OUR TIME
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  30. 21: STOP BEING CHEAP
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  31. 22: DON'T TAKE US FOR GRANTED
    1. WHY YOU DO IT:
    2. WHY WE HATE IT:
    3. A BETTER APPROACH:
  32. 23: BEING GOOD IS NO LONGER GOOD ENOUGH
  33. AFTERWORD: BE A GREAT CUSTOMER
  34. NOTES
    1. CHAPTER 8
    2. CHAPTER 10
    3. CHAPTER 12
    4. CHAPTER 22
  35. INDEX
  36. ABOUT THE AUTHOR