Word of mouth is a potent force. It has the power to drive your
growth or reduce your profits, yet most customer experiences go
unheard.
Happy customers tell 4 others of their positive experience.
Dissatisfied customers tell 12 how bad it was...
96% of dissatisfied customers do not complain. For every 1 complaint
you hear about, there's another 25 that you don't.
90% of dissatisfied customers do not return if the problem is
not resolved. No-one wants to see their customers shifting to a
competitor, yet every business recognises the importance and
implications of brand loyalty.
93% of customers indicate that quality customer service is vital to
maintaining brand loyalty.
A 5% increase in customer retention can increase profits by 25 -
95%.
Businesses operate in a world where competition is increasing and the
marketplace is diluting. How do you gain your competitive edge?
