Why do customers leave without saying goodbye?

It was fun while it lasted...

I talk to businesses worrying about customers posting negative feedback, but a customer can do something far worse: Leave, without even saying goodbye!

Don't rely on customer feedback to highlight problems...in reality customers are more likely to just move on if they encounter barriers to your offerings.

Case in point: A client recently created a promotion-code based offer on Facebook.

Plenty of followers claimed the offer, but no sales resulted...on investigation the code wasn't set-up properly, but nobody complained...they just didn't buy anything!

Tactic: There is a second powerful lesson here...many online systems behave differently according to login status: be sure to test everything is functioning properly from your customers perspective... on this later...