Why Companies Lose Customers Every Day – Insights from a Software Engineer
Gabriel Udo, a software engineer and founder working on an AI SaaS solutions, sheds light on a critical problem:
“Sarah’s been a customer for five years. She writes: ‘This is absolutely ridiculous! I’ve been trying to resolve this billing issue for three days!’
At the same time, Michael messages: ‘I’m very interested in your enterprise plan, this looks like exactly what our company needs!’”
Both messages go to the same queue. Sarah gets angrier waiting. Michael loses interest. By the end of the day, Sarah cancels and leaves bad reviews. Michael buys from a competitor.
This happens thousands of times daily. And companies are finally seeing the cost.
The Shocking Numbers
Here’s what the research shows: 96% of customers will leave you for bad customer service, according to a 2020 study by customer service expert Shep Hyken published in Forbes.
Yet most companies treat every customer the same. Happy, angry, interested – doesn’t matter. Everyone waits in the same line.
What This Really Costs
The financial damage is huge:
Lost Customers: Research from Bain & Company shows keeping just 5% more customers can increase profits by 25-95%. Companies throw this away daily.
Lost Sales: When someone’s interested, that moment is short. Make them wait, they’re gone.
Bad Reviews: One angry customer tells thousands on social media. One complaint can damage your brand badly.
Wasted Time: Your best people answer simple questions while real problems wait.
The Solution Companies Are Finding
Some companies are getting smarter. They’re starting to understand how customers feel, not just what they say.
This isn’t just looking for angry words. Good systems know there’s a difference between “small problem” and “this is ruining my business.”
What’s Possible
Upset customers don’t wait behind simple questions. Interested buyers get immediate attention. Each message gets handled based on how urgent the emotion is.
You match the right person to each problem. Experienced staff handle emotional situations. Simple questions get quick answers.
Responses match how people feel. Angry customer? Quick apology and fix. Interested buyer? Excitement and details.
What Research Tells Us
The evidence is clear:
- Emotionally connected customers are worth 306% more (Motista research)
- They stay 5.1 years instead of 3.4
- They recommend more often
- Just 5% better retention can mean 95% more profit
Companies that understand customer emotions see real improvements in loyalty, revenue, and reputation.
The Reality Check
While some companies debate this, others are already doing it. They’re getting more sales, keeping more customers, building stronger brands.
Every day without understanding emotions means:
- Customers leave feeling ignored
- Sales opportunities disappear
- Resources get wasted
- Competitors pull ahead
The Bottom Line
Customers don’t remember your policies. They remember how you made them feel.
In a world where products and prices are similar, customer experience is what matters. And experience is about emotions.
“In this era of AI, the tools and technology exist. Forward-thinking companies are already moving,” Gabriel concludes.
The only question is: which companies will lead, and which will be left behind?
Gabriel is a software engineer, founder of an AI SaaS solution company, and Professional Member of the British Computer Society (BCS). LinkedIn
