Preventing 'customer churn'

‘Customer churn’ means the loss of customers. Poor customer service and poor communication are cited as the most common reasons for switching supplier. This white paper looks at why companies defect and how firms of all sizes can communicate effectively and retain their customers.

Key points • Office supplies, mobile phone and printer/copier firms have suffered most ‘customer churn’ over the last 12 months •  Water companies, PR firms and lawyers have suffered the least