Want to create an interactive transcript for this episode?
Podcast: New Books in Business, Management, and Marketing
Episode: David Avrin, "Why Customers Leave (And How to Win Them Back)" (Career Press, 2019)
Description: Today I talked to David Avrin about his new book Why Customers Leave (And How to Win Them Back) (Career Press, 2019).There are three central themes to this book: immediacy (customers want instant gratification), individuality (offer flexible, customized assistance) and humanity (show interest and concern for those you are assisting). Of them, as David Avrin notes in this pleasing, semi-rant of an interview, immediacy should be the easiest for companies to act on. Unfortunately, automation is paradoxically making immediacy often harder to achieve. Other ironies worth noting from Avrin’s perspective include: companies trying to head off nega...