4
Dec

Sucker-punched Again?

How to Avoid Being Blind-Sided by Customer Cancellations Unfortunately, it happens all too frequently. From seemingly out of nowhere, that cold sting of an unexpected cancellation by a highly valued customer has left you embarrassed and asking yourself, “How did I not see this coming? I thought we had a good relationship.” As you scramble … Read More

17
Jul

Is Your Company Heading for an Iceberg?

The stress of dealing with unhappy customers – it’s something we all experience at some point. Some of the implications of this problem are obvious. Maybe you or members of your team are the recipient of direct (and possibly not so pleasant) feedback. Often times, financial resources are allocated to try to address the situation. … Read More

17
Jul

The Real Cost of Customer Churn

There are several phrases commonly used to define it – defection, churn, attrition, termination. Regardless of what losing a customer is called in your company, it can be one of the most frustrating experiences for senior leaders to deal with. Customer churn is upsetting on many levels. It can weigh on office morale, serve as … Read More

3
Apr

Learn from Customer Defections

One of my favorite quotes comes from Malcolm S. Forbes, who said, “Failure is success if we learn from it.”  The central theme of that message drives much of the work we do here at Satrix Solutions. The formal customer feedback programs we implement for our clients reveal considerable insight into customer sentiment and preferences. … Read More