When your customers are silent, do you take that as a sign they are happy? If your company has the attitude that “no news is good news” when it comes to your customers, here’s a surprise—no news is rarely good news.
A surprisingly number of your customers may at this very moment be at-risk. They may be looking for another vendor. Maybe they simply feel like it’s time to “try something new.” Or that “there’s got to be a better way.” More likely it’s because they’re feeling like you simply don’t hear them when they voice their concerns. And, once they feel unheard, they’re at-risk.