Dell what are you doing? 2 weeks after the promised date and there was no sign of the new computer I ordered. When I called the response was “Well, sorry! You can purchase any other computer from other sources and if this computer arrives you can return it back with no obligations”. So after years of being a loyal customer I am not going to buy Dell again and I’m telling all the people I know about my experience.
Research shows that acquiring new customers, depending on the industry, costs 3 to 5 times more than retaining existing ones. But still companies keep going after new customers, ignoring the needs of the current customers. What is your company doing to listen to your customers? Find out what they are thinking about you and your products before your competitor finds out and exploits your weakness.