O'Reilly logo

Why Customers Leave (And How to Win Them Back) by David Avrin

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

15

STOP MAKING US DO YOUR WORK

Nothing is really work unless you would rather be doing something else.

J. M. Barrie

Whether it is in the interest of expediency, efficiency, or simply because you don't want to pay anyone to do it yourself, the number of responsibilities being pushed to your customers is growing to an absurd level.

After shopping for our own groceries today, we go through self-checkout, scan at the machine, pay the machine, bag them ourselves, and then we take them to our car. With the exception of the shopping itself, every one of those tasks used to be performed by an employee.

Think about all the things that used to be done for us. It's not that people were lazy; businesses just worked harder to compete for our business—and ...

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