Summary:
The book examines the various reasons why businesses lose customers, ranging from poor service to failing to adapt to changing consumer expectations. It provides actionable strategies for companies to address these issues, improve customer satisfaction, and regain lost clientele.
Key points:
1. Customer Experience Over Price: Price matters, but a good customer experience is key to loyalty. Bad experiences can push customers away, even with low prices. Companies should aim for a positive, smooth, and personalized customer journey.
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