CUSTOMER TURNOFFS

摘要

Customer loyalty is not dead, but some companies are doing their best to kill it-driving away buyers by offering low perceived value, failing to back up products, providing limited selection or availability, or offering poor or inconsistent product service and support. U.S. companies on average lose half their customers every five years, says Paul R. Timm, professor and former chair of the Dept. of Organizational Leadership at Brigham Young University's Marriott School of Management, Provo, Utah.