Sunday, August 26, 2012

"High Cost of Losing a Customer / Client" *

1. In an average business, for every customer who bothers to complain, there are 26 other who remain silent.

2. The average "wronged" customer  will tell 8 to 16 people (over 10 percent will tell more than 20 people).

3. 91 percent of unhappy customers will never purchase goods or services from you again.

4. If you make an effort to remedy customers complaints, 82 percent to 95 percent of them will stay with you.

5. It costs about five times as much to attract a new customer as it costs to keep an old one.

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“Copyright (8-26-12) by Robert V Gambone Sr.”

* From the studies conducted by Washington, D.C. based Technical Assistance Research Program Inc.

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