We don’t talk anymore. You’re saying that you love me, but you’re not behaving like you love me. We don’t even hang-out in the same place anymore.You’re not even listening are you?
I’ve changed and you haven’t.
Friends, I’m not talking about romantic love crushed into pieces. This is a different kind of break-up. This is the break-up of a customer and a brand. Yes, this seem like a weird analogy but if you think about it, it makes sense. When a loyal customer leaves a brand and decides not to but it anymore, then it’s like breaking-up, right?
So what causes these break-ups?
- Consumers are treated as “passive consumers”. Passive consumers are those consumers who are just receptive to the brand. Most organizations think that consumers don’t say anything about products and accepts the product as it I s. But in reality, this is not what’s happening. Consumers have a lot of feedback about products from their personal experiences. The good thing about these consumers is that they are easy to find on the internet.
- Organizations fail to connect to their consumers. Again, this stresses on making an effort to reach the consumers. Like I said, consumers are easy to find on the internet. There are different forums where you could find discussions about different products. Organizations just have to exert a little more effort to find those feedbacks.
- Organizations don’t catch up to the changing needs. After knowing the problems from the consumers, what should be done? The organization should do something to address the problems. Organizations should address their problems because it will show that they care for the customers and they value their feedback.