Customer Experience News & Trends

Why 50% of customers leave

What keeps customers? The answer comes in another question: What loses them?

A five-year study by Varicent Software titled “Six Trends in Sales Performance Management” shows that over that period, about half of the customers who bailed on a company said they did so because poor service after the sale.

The good news is that some companies do retain customers by providing top-notch after-sale service. One way they’re doing it: When customers call with a problem or for service, they’re immediately connected with their salesperson. Customers who were handled that way said they:

  • felt more confident about the problem being handled correctly
  • were more comfortable dealing with someone they already knew, and
  • felt assured the problem wouldn’t be repeated.


Subscribe Today

Get the latest customer experience news and insights delivered to your inbox.