One abiding truth in business is that customers can always go elsewhere… and often do… sometimes just for the sake of change. So how do you stop them? How do you keep them loyal?
It comes down to the client relationship.
You know how utility companies offer discounts to new customers but not to existing ones? Bad idea if you want to nurture customer loyalty. You should treat your existing customers as the most important people in the world. Make them feel cared for, keep looking to improve the service you give them, keep impressing them with your ideas and dynamism, give them great value and, above all, treat them as people. The closer the human relationship, the harder it will be for them to say goodbye.