Quiet customers may be the ones most at risk of leaving

An article on DEV Community argues that customers who never complain are not necessarily satisfied and may be quietly considering leaving. Complaints signal that a customer still expects a business to perform, whereas silence can mask a decision already made. The author notes that a yearly survey misses these early warnings, which show up in behavior such as shrinking order sizes, slower replies, and fewer interactions. Because retaining an existing customer costs far less than winning a new one, the piece recommends a weekly review of accounts that have gone quiet. It suggests a short, personal, specific message to each of them, and says businesses should be able to show when they last had a real conversation with each key account.