Why Customers Leave (And How to Win Them Back)

  • 2h 54m
  • David Avrin
  • Red Wheel/Weiser
  • 2019

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."

About the Author

David Avrin, CSP has become one of the most popular speakers on Customer Experience and Marketing in the world today. In recent years, David has presented for enthusiastic organizations and audiences in 22 countries on 6 continents including: Singapore, Bangkok, Melbourne, Buenos Aires, Manila, Rotterdam, Bangalore, Sydney, London, Barcelona, Monte Carlo, Johannesburg and Dubai. A former CEO group leader and an in-demand speaker for Vistage International, the world’s leading CEO member organization, David Avrin has had over 4,000 one-on-one conversations with company leaders regarding their value proposition and competitive advantages. David Avrin is the author of: Its Not Who You Know, Its Who Knows You and Visibility Marketing.

In this Book

  • Stop Telling Us No
  • Don't Fake it Until You Make it
  • Automation Kills Loyalty
  • Don't Close—ever
  • Don't Be Hard to Reach
  • Don't Pee On My Leg and Tell Me it's Raining
  • We Don't Want to do Business your Way
  • Don't Punish Everyone for the Actions of a Few
  • Fix Your Dysfunctional Website
  • You Get One Chance, So Don't Blow It
  • It's Not What You Want to Say, It's What We Want to Hear
  • My Call is Not Very Important to You
  • Don't Treat Me Like You Want to Be Treated
  • Don't Pass the Buck (And Don't Throw Coworkers Under the Bus)
  • Stop Making Us Do Your Work
  • Your Stalking is Creeping Us Out
  • Avoid the Sin of Omission
  • Your Management Fails to Manage
  • Show Us that you Care About Your Business
  • Stop Wasting Our Time
  • Stop Being Cheap
  • Don't Take Us for Granted
  • Being Good is No Longer Good Enough
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