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FOR IMMEDIATE RELEASE
Problem solving, maintaining quality, and monitoring your competition’s relationships are the three overlooked factors in building customer loyalty
(New York) Research from the newly released book “Selling 2.0” have identified three areas that salespeople often underestimate when trying to keep customers loyal.
When salespeople were asked to rate reasons they had lost customers they cited competition offering a better price as the top criteria by far. Also high for salespeople was that they had paid too little attention to the customers. While customers agreed a competitor offering a lower price was the most common criteria switching suppliers they also identified three other criteria as extremely important that sales people gave low ratings to.
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The three over looked criteria:
1. “Too Many Problems” 58.7% of customers have left because of this but only 21% of sales people report this happening to them.
2. “Deteriorating Quality” 43.8% of customers have left because of this but only 17.5% of sales people report this happening to them.
3. “The competition built a better relationship” 43% of customers report leaving a sales person because of this but only 19.4% of sales people report this happening to them.
Often salespeople often do not get the whole story when a customer leaves. It is often easier for a departing customer to cite a lower price and move on.
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