1. They don't feel they're seen as individuals - Especially in today’s world, one of the biggest reasons why customers leave is because they feel as though your company sees them as a nameless, faceless unit of consumers that exist to help you to generate a profit — not as individuals with unique needs and specific interests.

We’re already living in the era of personalization. In fact, studies show that over 40% of customers will work with a business again after a personalized shopping experience, that close to 50% will buy a product they weren’t initially interested in because of personalized recommendations, and that 40% of shoppers spent more than they intended to because of personalized marketing and communication.

However, if you want to truly understand how to keep customers, you’ll have to take that personalization to the next level. Remember that personalized marketing and communications shouldn’t just happen in an email campaign.

Your invoices, contracts, letters, and any other kind of customer communication should also include personalized information and data. Generic mass communications are simply no longer effective.

It’s not just about using a customer’s first and last name, it’s about working to segment your market, make the best possible recommendations based on purchase histories, communicate in the language and medium they prefer, and more.

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2. Complacency undermines loyalty - It’s not a good idea to take a customer’s loyalty for granted. Meeting their expectations is not enough. Customers want to know you care. They want a positive response when they run into problems or have serious questions.

You have expertise and knowledge. You know what’s happening in your industry and you know your customers’ needs. Make a serious effort to share your thoughts. Try to help the customer get what’s needed. It’ll build confidence and trust for you and your company.

Some salespeople think because they’ve been around a long time, they’ll always be given top priority by prospects and customers.

But it’s more effective to act as if no one knows you or recognizes the value you bring. That makes you prove it every day.

3. Not staying in the mindset of your customers - Retaining your value in the minds of your customers requires persistence and focus. Try to avoid assumptions about customers, because their needs change frequently. Ask yourself, “What’s happening to my customers? What changes are taking place? What problems are they facing? What difficulties are they encountering in the marketplace? What are their opportunities?

If you don’t have current, up-to-the minute answers to these questions, you’re in no position to meet their needs. The first rule is to stay in touch. Call frequently to find out if customers have any challenges that need to be met and how you can help.

You may be doing a good job taking care of customer needs, but that may not be nearly enough today. It’s also the ideas, information, help, guidance and insight that you give customers that earns the privilege of doing business with them. Initiate discussions that focus on their future needs, upcoming projects or areas of potential growth.

You know why customers might leave, NOW, get them to stay!
What are your customers thinking today?

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