Why Customers Leave (and How to Win Them Back): (24 Reasons People are Leaving You for Competitors, and How to Win Them Back*)

by David Avrin, Larry Winget (Foreword by)

Overview

+++ Named One of Forbes Top 10 Books Of 2019 +++

"If you have become tired of spinning your wheels and watching clients leave without warning, this book will show you how to foster genuine interactions, such as through video, rather than pursuing one-off 'wow' moments." —Forbes

Discover the 24 reasons people are leaving you for competitors and how to win them back.

In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the very visible reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently drive customers and prospects to competitors, and offers a multitude of creative strategies and tactics to attract and retain new prospects.

In the book, David explores and articulates the disturbing new dynamic that has arisen from easy-to-find, one-click-away, at-your-fingertips options: “We have become a world of impatient, intolerant and demanding customers, and we move on quickly if inconvenienced in any way. Don’t blame the millennials! We have seen the enemy, and it is all of us.”

Product Details

ISBN-13:	9781632651518
Publisher:	Red Wheel/Weiser
Publication date:	04/01/2019
Pages:	224
Sales rank:	428,014
Product dimensions:	5.40(w) x 8.50(h) x 0.90(d)

About the Author

David Avrin, CSP has become one of the most popular speakers on Customer Experience and Marketing in the world today. In recent years, David has presented for enthusiastic organizations and audiences in 22 countries on 6 continents including: Singapore, Bangkok, Melbourne, Buenos Aires, Manila, Rotterdam, Bangalore, Sydney, London, Barcelona, Monte Carlo, Johannesburg and Dubai. A former CEO group leader and an in-demand speaker for Vistage International, the world’s leading CEO member organization, David Avrin has had over 4,000 one-on-one conversations with company leaders regarding their value proposition and competitive advantages. David Avrin is the author of: Its Not Who You Know, Its Who Knows You and Visibility Marketing.

Table of Contents

Acknowledgments ix

Foreword xiii

Preface: Don't Skip This xvii

Introduction: Blink and They're Gone 1

1 Stop Telling Us No 11

2 Don't Fake It Until You Make It 22

3 Automation Kills Loyalty 30

4 Don't Close-Ever 38

5 Don't Be Hard to Reach 46

6 Don't Pee on My Leg and Tell Me It's Raining 55

7 We Don't Want to Do Business Your Way 63

8 Don't Punish Everyone for the Actions of a Few 73

9 Fix Your Dysfunctional Website 82

10 You Get One Chance, So Don't Blow It 91

11 It's Not What You Want to Say, It's What We Want to Hear 100

12 My Call Is Not Very Important to You 109

13 Don't Treat Me Like You Want to Be Treated 116

14 Don't Pass the Buck (and Don't Throw Coworkers Under the Bus) 124

15 Stop Making Us Do Your Work 132

16 Your Stalking Is Creeping Us Out 140

17 Avoid the Sin of Omission 148

18 Your Management Fails to Manage 155

19 Show Us That You Care About Your Business 164

20 Stop Wasting Our Time 170

21 Stop Being Cheap 175

22 Don't Take Us for Granted 181

23 Being Good Is No Longer Good Enough 187

Afterword: Be a Great Customer 191

Notes 193

Index 195

Editorial Reviews

02/25/2019

Long on overconfident bluster and short on new ideas, this clarion call for better customer service from Avrin (It’s Not Who You Know, It’s Who Knows You!), a speaker on marketing, aims to light a fire under business owners. “You are not going to like everything I have to say in this book, but it’s important that you listen,” he declares at the start, adding that “this book is a rant.” And boy, is it. Taking on the role of the unsatisfied customer, Avrin examines common business behaviors and how readers can avoid the worst pitfalls. He accurately points out that the biggest revenue drain is the loss of potential customers who rejected businesses out of hand, and suggests various strategies so readers can foresee and correct these errors. He goes on to provide the same hoary advice readers can easily find elsewhere: focus on one’s strong points, engage with the customers, treat them with trust, and be trustworthy in return. For each directive, he discusses why businesses take certain tactics, why customers hate them, and how it can be done better. Meandering and skimpy, this is a slapdash approach to an overexposed subject. (Apr.)

Publishers Weekly

"Brilliant advice on how to attract and keep your customers. David Avrin uses entertaining stories to teach you lessons and actionable ideas that will help you give your customers the experience they deserve." —Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution

Shep Hyken

"Today customer experience is your brand. Marketing is a total waste of time if your experience doesn't match what you promise. Avrin nails it. Quit making it so damn hard to do business with your company!" —John R. DiJulius III, author of The Customer Service Revolution

John R. DiJulius III

"This straight-forward, 'no holds' barred approach is exactly what businesses need to hear. Customers are not that difficult to serve when you are good at what you do and understand their needs. David zeroes in on what customers want and don't want in order to keep them returning." —Lisa Ford, author of Exceptional Customer Service

Lisa Ford

"An eviscerating indictment of how poorly customers are often treated, and the powerful recipe for doing the exact opposite. Highly recommended!" —Jay Baer, founder of Convince & Convert and author of Hug Your Haters

Jay Baer

"David Avrin is a Customer Experience and Marketing genius who can multiply your business by helping you understand exactly what your customers need. Read this book, apply it, and watch your revenue soar." —Rory Vaden, Cofounder of Brand Builders Group and New York Times bestselling author of Take the Stairs

Rory Vaden

"This straight-forward, 'no holds' barred approach is exactly what businesses need to hear. Customers are not that difficult to serve when you are good at what you do and understand their needs. David zeroes in on what customers want and don't want in order to keep them returning." --Lisa Ford, author of Exceptional Customer Service

Reviews

"Brilliant advice on how to attract and keep your customers. David Avrin uses entertaining stories to teach you lessons and actionable ideas that will help you give your customers the experience they deserve." --Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution


"David Avrin is a Customer Experience and Marketing genius who can multiply your business by helping you understand exactly what your customers need. Read this book, apply it, and watch your revenue soar." --Rory Vaden, Co-founder Southwestern Consulting and New York Times bestselling author of Take the Stairs


"An eviscerating indictment of how poorly customers are often treated, and the powerful recipe for doing the exact opposite. Highly recommended!" --Jay Baer, founder of Convince & Convert and author of Hug Your Haters


"Today customer experience is your brand. Marketing is a total waste of time if your experience doesn't match what you promise. Avrin nails it. Quit making it so damn hard to do business with your company!" --John R. DiJulius III, author of The Customer Service Revolution


"This straight-forward, 'no holds' barred approach is exactly what businesses need to hear. Customers are not that difficult to serve when you are good at what you do and understand their needs. David zeroes in on what customers want and don't want in order to keep them returning." --Lisa Ford, author of Exceptional Customer Service


"An eviscerating indictment of how poorly customers are often treated, and the powerful recipe for doing the exact opposite. Highly recommended!" --Jay Baer, founder of Convince & Convert and author of Hug Your Haters


"Today customer experience is your brand. Marketing is a total waste of time if your experience doesn't match what you promise. Avrin nails it. Quit making it so damn hard to do business with your company!" --John R. DiJulius III, author of The Customer Service Revolution


"This straight-forward, 'no holds' barred approach is exactly what businesses need to hear. Customers are not that difficult to serve when you are good at what you do and understand their needs. David zeroes in on what customers want and don't want in order to keep them returning." --Lisa Ford, author of Exceptional Customer Service

From the Publisher