The Usability Blog
A Practical Guide to User Experience Insights

Want to know why you’re losing customers?

Why“Why are we losing customers?” How often does this question come up in meetings and around the (possibly metaphorical) water cooler? For many, it’s a very difficult question to answer.

It’s difficult to answer because, in many cases, the data is simply not there. Typically, only 4% of dissatisfied customers will actually voice their complaints about a negative experience they had with your company. Instead, most leave without ever telling you why they switched to your competitors.

There is a way to uncover these answers, though. If customers won’t tell you what pain points they’re suffering through, you need to see them for yourself. And you can do that with thorough UX research. By observing your customers and asking just the right questions, you gain the answers necessary to improve customer retention.

One of the phrases that is heard around our offices is that, “Our ‘why’ is to provide the ‘why’.” Our whole purpose, and everything we’ve optimized our company around, is helping to answer those difficult questions. We’re not designers; we’re not marketers. We’re researchers, and our job is to inform and to empower you. When you know why you’re losing customers, then you can take steps to fix the problem.

Learn more about who we are, and how we can help answer your questions.

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