From the Archives: Losing a Customer Means…
Adam Toporek Keynote Speaker of Customers That Stick®

From the Archives: Losing a Customer Means…


…we have failed.

  • If I Lose A Customer | Bottle In DesertFailed to listen closely enough.
  • Failed to communicate effectively enough.
  • Failed to provide enough value.

Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service.

Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.

Admitting failure is the first step. Action is the next.

Each lost customer is an opportunity to grow and to absorb the lessons that will help retain the next customer in line.

What can you learn from your lost customers?

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Note: A version of this post ran on October 4, 2012.

About the Author Adam Toporek

By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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