How to stop losing 68% of your customers

The Rockefeller Corporation studied why customers leave one company for a competitor and found the following:

#6. Customer dies: 1%
#5. Customer moves away: 3%
#4. Customer gets friend to provide service: 5%
#3. Customer persuaded to go to competitor: 9%
#2. Customer is dissatisfied with your service: 14%
#1. Customer believes you don’t care about them: 68%.

Look at what’s not here. No mention of price.

Looks like just by caring more you can stop losing 68% of your customers.

Source: www.smashingmagazine.com/2011/08/taking-a-customer-from-like-to-love-the-ux-of-long-term-relationships/