When did business stop caring about customers?

Business is booming, new customers are flooding in and the implementation of solutions for these new customers has been streamlined to the most efficient process possible.

“New companies woo a competitor’s unloved customers, then focus on a successful exit or acquisition, leaving those same customers high and dry”

But something doesn’t seem right. As quickly as you are gaining customers you are losing existing ones.

It’s an issue that technology companies have faced for a long time; an issue highlighted by a recent CBI report that showed they had the worst levels of client service, even behind that of traditionally poor industries such as utilities. A focus on start-up style business, exits and acquisitions, software-as-a-service delivery models and ‘new business above everything’ culture is harming tech companies and leading to an increasingly slippery customer base.

Luckily, Emma Maslen, Senior Regional Director for Enterprise, knows a thing or two about how to keep customers happy. At MyCustomer.com, Emma has detailed the problems found with the tech sector, what is causing these issues, and how organisations can ensure they are retaining their customers – not just chasing after new ones.