Customer Retention the Number one Business Worry

A recent Colmar Brunton business survey has found that 77 percent were concerned about satisfying existing customers in 2015.

The survey was sponsored by Yellow. Yellows CEO Michael Boersen said he was surprised to see that effectively, customer retention is the most pressing concern.

Chris Bell Managing Director of Customer Experiences is not surprised at all.

Customer loyalty has been on the decline now for a number of years. Bell said that Just satisfying customers by meeting their expectations is no longer enough and unless SMEs put in place a long-term customer experience strategy that consistently exceeds customers expectations this concern will continue to grow resulting in increased cost to try and attract new customers rather than retain existing customers.

In 2015 business must realise that in a world of excess, uniformity and repetition, people buy experiences, not products or services. When people feel good about their experiences, they will not only return but will tell their friends and many others via social media


Chris Bell is the Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences.

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