Customer Defection Case Study

Consumers often buy the same product or products of a particular brand, this is when consumers are loyal to that particular business. Customer loyalty is when customers keep buying the same brand again and again instead of choosing another or a competitor’s product. For businesses to continue receiving this loyalty from consumers consistently, they will have to make sure that their products are produced with minimised flaws so as to satisfy consumers to a great extent and prevent them from switching to their competitor’s item.

When consumers are loyal to a specific business it means that they prefer their products over other brands. However, it is not unusual for these consumers to find a defect in the products which creates a customer defection for the business. Customer defection is when customers cease the usage of products of that specific company. Customer defection could be as a result of a lack of proper or accurate market research that predict future consumer requirements and as well as the current requirements. Perhaps if the image of the

In order to retain back these potential consumers or loyal consumers businesses go through these customer retention techniques. As a result if the customer retention is improved by at the least even a small scale, the outcome is indeed a huge increase in the profit. Maintaining a close contact with its own customers, enables an organisation to know the personal satisfaction of their regular customers as well as the ability to respond quickly to their needs and demands. For businesses to keep customers loyal towards them, businesses will have to build a good relation or interaction with their customers. No interaction with its customers means no growth in an organisation. It is the base for any consumer motivation and consumer