Building Customer Loyalty

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Ever ask the question “How many customers do we lose every year?” Chances are you haven’t. It’s just not one of those numbers organizations make a habit of counting. Most businesses are so busy getting new customers in the front door that they pay far too little attention to the customers who are walking out the back.

“But,” you may say, “every business loses customers.” Of course they do – some customers die, some move, some get wooed away by the competition, and some just don’t need what you sell anymore. The sad truth, however, is that the vast majority of customers leave because they think you don’t care about their business! They think you’re indifferent about whether they come back and spend more money with you. That’s a pity.

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