Quitters are more important than customers
Muse #145 - the false sense of customer centricity
I don’t often get to read about companies worrying about their past customers. Especially the ones who left them. I have had my fair share of bad experiences with various service providers and I have left them or switched to different services. Often, after the switch, they would come back and ask “what does it take to get you back” or sometimes send promotions and offers that regular customers don’t get, but only those who have left. I see this story of past customers being more valuable than present customers.
I recently saw an article where Koodo, a division of Telus here in Canada offering money to their past customers for participating in a Zoom call to understand why they left. It was nice to see some action, perhaps in the right direction. Will they also give a free year of service to get such customers back?
The past customer is always right! The ones that voted with their boot.
Koodo paid me $20 to hop on a Zoom call and explain why I left - https://mobilesyrup.com/2021/06/08/koodo-20-zoom-call-survey-former-customers/