I recently attended a lecture on marketing and I heard a statistic that as shocking as it was didn’t really surprise me. You see according to a recent study at Durham University, 68% of customers move to a different supplier/provider purely because of the way their first provider treated them. That’s over two thirds of YOUR customers moving to a competitor, not because of your product, but because of the way it was “packaged”. Gone because of something that is totally within your control. How on earth do organisations get it so wrong?READ»
