Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience. This interview follows on from my recent interview – Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana Gascoigne of Girls In Tech – and is number 311 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with David: David has recently published a new book called Why Customers Leave (and How to Win Them Back). People and organisations around the world define and understand customer experience very differently. It doesn’t mean anything when you tell us that our call is very important to you and then you put us on hold for 45 minutes. The book is written …