One in four mobile applications are never used again after being downloaded, and 26% of applications are not used more than once. That's why helping--you heard that right--your customers instead of simply throwing a product in their faces is the best move you can make.
Some new stats are ugly: Nearly 70% of defecting customers would've stayed if a problem had been resolved with one call, instead of requiring multiple interactions. Here's Salesforce exec Peter Coffee on how to please the people you need most, and save your bottom line.
I was recently at my bank, telling the branch manager that I don’t like its online banking system. She was literally offended: “But we are the best in our industry, I’ll show you the results of our survey.” I said, “But it is not about how you measure up against other banks. You don’t solve my problems -- you make things harder than they should be.”