The Harvard Business Review recently said that, “Companies that aim for ‘zero defections’ (keeping every customer they can profitably serve) make profits rise.” On average it costs manufacturers 6-7 times more to acquire a new customer than retain an old one, and 5% reduction in the customer defection can increase profits by up to 95%. Improved customer satisfaction is paramount to reducing customer defection, and by listening to the reasons why customers defect, managers know exactly where the company is falling short. Below are 3 keys which if appropriately utilized, can increase customer satisfaction.