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  • Writer's pictureTom Herman

Why Do You LOSE Customers? It's Time To Find Out - And Do Something About It

Why do you lose customers?

Most leave silently, so unless you’re doing your homework,

You’ll be left guessing about what’s going on.

Discovering the real reasons for customer loss

Puts you in a position to do something about it.

So, to get a handle on the situation:

➡️ Use your CRM and transaction data to identify a group of recently lost customers.

➡️ Reach out to them and offer an incentive to participate in a short interview.

➡️ Be prepared to record the conversations (with permission) or have a dedicated note-taker.

➡️ Ask questions and probe to get as much detail and color as possible. Here are some suggestions:

𝗤: Thinking back, why did you choose our product/service to begin with?

𝗤: What happened or changed, causing you to start looking for an alternative to our product/service?

𝗤: What company’s product/service are you now using?

𝗤: What factored into your decision to switch to this company?

𝗤: In your experience, how is this new company’s product/service better than ours?

𝗤: What changes could our company make to earn back your business?

Now, use the customer insights you’ve gathered to improve customer satisfaction and loyalty - and retain more of your valuable customers.


Without a deep understanding of your ideal customers, growth is a struggle. We help leaders and their teams gain customer clarity to capture and keep more business.

Reach out to learn more!


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