05 Aug It takes 12 positive experience to undo single negative one
If you really need to do everything right many times in a row to stop your clients thinking of leaving you, you should really be closely monitoring what service you are delivering everyday. Taking it a step further – monitoring and reacting on any problems flagged by your high value customers that complained previously should be high on your agenda. To start with, make sure you quickly hear about problems that your customers are having. Then get back to them quickly.