If you want to know why customers leave and you want to know how to win them back, have I got a podcast for you. I learned so much from David Avrin, a customer experience & marketing keynote speaker, consultant and author, whose most recent book is Why Customers Leave (and How to Win Them Back): (24 Reasons People are Leaving You for Competitors, and How to Win Them Back*). Avrin helps companies become responsive to their customers and prospect’s needs. Since the advent of the iPhone 11 years ago, everyone has gotten acclimated to instant gratification. The problem today is that every failure in customer experience becomes magnified because every person you encounter is armed with a video camera on their phone. Everyone is on camera. Everything is being recorded. Everything is being shared. People feel it's not only the right, but it's their responsibility to go online and rant about any slight or infraction. Unfortunately most companies haven’t adapted to this faster pace. Only 15% of companies have adopted an always-on business model to accommodate their always-connected customers. Rightly or not, people expect an immediate response. To learn more about how to get your customers back, click on the podcast link in the first comment below.