Monday, August 08, 2005


Here's something that's worth keeping around:

> 98% of dissatisfied customers never complain, they just leave.
> 85% of dissatisfied customers tell nine people about their poor experience. 13% tell 20 people.
> A satisfied customer tells just five people.
> Over five years, a typical company loses 80% of its customers; 65% because of a negative experience with the company.
> 75% of the reasons a customer leaves has nothing to do with the product.
> Retain just 5% of your customers, and profits will increase from 25% to 55%.
> The top five businesses in any industry have over 90% customer retention. Most businesses average 80%.
> For every 1% improvement in customer rate sustained over five years, there is a 20% improvement in operating income.

and finally,

The number one reason why customers switch companies is that they don't feel appreciated.

--Thanks for reading

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