Publisher's Synopsis
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 customers' mindsets and expectations, illustrates the myriad ways that companies inadvertently drive customers and prospects into the arms of their competitors and offers a multitude of creative strategies and tactics to attract and retain new customers. 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."
