Insights

Customers come and go—this is just business as usual, right? Many companies act like they have no idea why this happens. But the reality is, unresolved issues are often the culprit. Complaints about services or products get brushed off, refunds or replacements are handed out as temporary fixes, yet the underlying production problems persist. This failure to address root causes is a key reason your customers aren’t sticking around.

Customers Are Internal and External

Your customers aren’t just the people buying your products or services. Internal customers—your employees—are just as important. Whether internal or external, the way to retain customers is the same: ENGAGEMENT.

When was the last time you asked your employees:

• What do you love about your job?

• What do you dislike about your job?

• What can we do to make your experience better?

Most companies avoid these tough conversations. They’d rather ignore the feedback than hear what’s wrong. But ignoring feedback costs money—lots of it.

The Cost of Losing Customers and Employees

• Acquiring a new customer costs up to 25 times more than retaining an existing one.

• Replacing an employee can cost up to twice their annual salary due to recruitment, onboarding, and training expenses.

The old saying, "It’s cheaper to keep her," applies here, too. For your business, it’s cheaper—and smarter—to listen.

How I Can Help

I understand that hearing negative feedback isn’t easy. That’s why you need someone like me to guide the process. I specialize in improving customer and employee engagement strategies. With an unbiased perspective, I help identify root causes and recommend actionable solutions. My goal is to help you create a culture of listening and implementation, ensuring that both your customers and employees feel valued—and stay loyal.

If you would like to know more about how engaging your customers and employees can increase profits, improve retention and decrease costs, then check out our podcast, Reducing Profit Loss now available, not only on Spotify, but on iHeart Radio, Amazon Music, Castbox, and Radio Public.