How to Lose a Customer
Süžeeskeem Tekst
- First Signs of Falling Behind
- Unable to diagnose and update new challenges problems and expectations Fails to participate in customer’s eco-system. Unable to move beyond initial problem and need definitions.
- Stuck on Old, Missing New
- Struggle to link product’s use to customer’s vision. Misses new trends and market shifts in technology, and new competitors. Product-use starts being replaced by niche or other complimentary products.
- Echo Chamber
- Stop seeing opportunities and learning ideas from others replying; “We can do that”. Unable to meet new expectations and/or participate in new direction for change. Fewer Visits, Less People in Attendance
- Blaming the Enemy
- Customer viewed as the enemy that does not understand or appreciate what we do. Customer feels under appreciated and tires of making things work. Blame customer as well as outside environment as business is lost.
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