Why Customers Leave (And How to Win Them Back)

INDEX

accepting work you can't deliver, 20–29

accommodating a customer, the benefits of, 12–13

active listening, the importance of, 118

advertising and email, the evolution of, 31

after hours, allowing customers to reach you, 50

after-hours access, giving customers, 38–45

after-hours purchases, payment options for, 45

agreeing to work

that you are not qualified for, 23–24

you can't deliver, 20–29

airlines,

customer service of, 25–26

lack of amenities on, 58

always-on business model, 39–40

amenities, providing your customers with, 153

angering a prospect, 85

angry customers, revenue lost from, 113

antiquated websites, 87

appearance of your business, customers and the, 165

ATM, invention and use of the, 39

attitudes, employee, 156

automation, loyalty ...