Nov 17, 2020
The departure of a customer doesn't just take business away from you: it’s a call for you to reconsider your business relationship. Because if you don't, you risk losing many other customers and miss out on new business opportunities - not to mention the impact on your margin and on the morale of your team!
So what are the key reasons for customer departure?
For a B2B customer, the most radical reason is the outright closure of their business. But there are many other cases where, while you may not have control of how things evolve, you may still find new opportunities:
The emergence of the gig economy is a perfect example of markets turned upside down by the arrival of new players that changed purchasing and consumption habits.
If your customers change their way of buying or consuming, are you able to respond to their new demands?
This is where we get to the heart of the matter: the situations when the customer is leaving for reasons linked to your own service. The good news is that you can act upon them!
The most obvious explanation for the customer’s departure in such cases is that they “have found better elsewhere". But what is "better"?
If we had to sum it up in one word, the top reason for customers’ departure is DECEPTION.
That's why they didn't give you any warning signs, and you didn't see it coming: whereas unhappy customers are very vocal, disappointed customers just leave silently. But why?
Here are the most common pitfalls – but the list is not exhaustive:
In all likelihood, there is no single reason for customers departure, but a combination. Finding which one takes time, but it is a key first step in improving your performance. If you have not started doing so, now is the time!
"Your most unhappy customers are your greatest source of learning." - Bill Gates.
Proudly incubated in Paris at