In an exhaustive Study conducted in both the U.S. and U.K., Accenture notes the disconnect between customers’ level of delight and their level of defection: they will bolt, often, for no great reasons. Yes, this is about the consumer market but…aren’t business customers retail consumers, too? Aren’t they influenced by the trends as well?
Download the report (it’s good but not great) at Sellers Beware: The Curse of the Disloyal Customer.
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