Jason Fried, of Basecamp fame, made an interesting observation: “Customers don’t just buy a product – they switch from something else. And customers don’t just leave a product — they switch to something else.”
And he’s right.
When you lose a customer, that customer often doesn’t stop buying. They instead start buying something else.
Here’s the thing though:
While people think customers switch to other companies because other companies are better, cheaper, or [insert any benefit], you’ll find that’s often not the case.
Customers switch because the first company let them down. Customer switch because switching is personal. Customers switch because of how you make them FEEL. Maya Angelou said it best: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
And that’s why I’m going to share an interesting experience I had with this one coffee shop / bookstore. You’ll see how I willingly paid a premium for both my coffee and books for years…
…until they let me down and forced me to find another coffee shop. You’ll see how they lost themselves a customer and alienated a super fan.
How to Win Customers For Life
The video isn’t all negative. After I show you how to lose customers and alienate clients, I’ll show you how to win customers for life.
(Customers for life are the 20% of people who make up 80% of your revenue).
Watch the full video to learn more.
Also, I have a GREAT question for you. I ask it at the end of the video. Answer it in the comments.
Want more GREAT free videos? Here’s two you might like: