This study by RightNow Technologies shows that 73% of customers leave because of poor customer service. 

A study by the Rockefeller Corporation found that 68% of customers left simply because they felt that the company didn't care much about them.

Why people stop buying from businesses

• 1% die.
• 3% move away.
• 5% follow a friend’s or relative’s recommendation.
• 9% find an alternative they perceive to be better quality or value.
• 14% are dissatisfied with the products or services.
• And a massive 68% of people leave a business because of… indifference.

They take their business elsewhere simply because they do not feel valued.

Since you spend a lot of time, money, and effort to get a visitor to your business, if you let them leave because of indifference, you might as well be flushing £10 notes away.

A reactivation strategy with these previous/lapsed customers is often very cost effective.