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<blockquote data-quote="WilliamAndersen" data-source="post: 2649509" data-attributes="member: 34885">Steve,You mentioned ealier that you have experience as a Marketing Researcher.&nbsp; I do not have such experience, but here is something that seems intuitive to me:If a customer says &quot;I am leaving after shopping here for 3 years&quot; (regardless of how much money they have spent, if a customer of three years is leaving me, I want to know why).&nbsp; With no feedback, I began to scour my website, my employee interactions with this person to see if something was done, the quality of the products that this person has recently purchased, price changes of the products on the website, etc... trying to find out what it is.If this person tells me &quot;I am leaving because the color of the background&quot; (I think the reason this particular person is leaving is more an issue of the website redesign, but I could be wrong), then I can have the answer to my question (why am I losing a customer that has been with me for 3 years).&nbsp; Sometimes getting feedback directly from the customer is valuable because it tells you that you lost the customer for something you are not willing to change.That, it seems to me, can be almost as valuable as finding out that you lost the customer for something you would be willing to change.&nbsp; It gives you information with which to form a decision.For what it is worth, if enough customers told James that they are going to leave because they want the background to be off-white, he would change the color (I am very impressed with how responsive he is to customers.. he can't give everyone everything they need, but it seems like he is trying to make his website what the customers want... if he fails, he fails not because he doesn't want to try).WilliamComStar</blockquote>

[QUOTE="WilliamAndersen, post: 2649509, member: 34885"] Steve, You mentioned ealier that you have experience as a Marketing Researcher. I do not have such experience, but here is something that seems intuitive to me: If a customer says "I am leaving after shopping here for 3 years" (regardless of how much money they have spent, if a customer of three years is leaving me, I want to know why). With no feedback, I began to scour my website, my employee interactions with this person to see if something was done, the quality of the products that this person has recently purchased, price changes of the products on the website, etc... trying to find out what it is. If this person tells me "I am leaving because the color of the background" (I think the reason this particular person is leaving is more an issue of the website redesign, but I could be wrong), then I can have the answer to my question (why am I losing a customer that has been with me for 3 years). Sometimes getting feedback directly from the customer is valuable because it tells you that you lost the customer for something you are not willing to change. That, it seems to me, can be almost as valuable as finding out that you lost the customer for something you would be willing to change. It gives you information with which to form a decision. For what it is worth, if enough customers told James that they are going to leave because they want the background to be off-white, he would change the color (I am very impressed with how responsive he is to customers.. he can't give everyone everything they need, but it seems like he is trying to make his website what the customers want... if he fails, he fails not because he doesn't want to try). William ComStar [/QUOTE]

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