| 1. |
It costs six times as much to gain a new customer as it does to keep an old one. |
| 2. |
On average, one dissatisfied customer will tell twelve others who on average will tell five others. That's 60 pieces of negative advertising. |
| 3. |
Often an organisation's lowest paid people are those who actually meet the public - they are the Company in the eyes of the Customer. |
| 4. |
96% of Customers don't complain when they have a problem- they just don't come back. |
| 5. |
Because less than 4% of unhappy Customers complain, management is often lulled into thinking all is well. |
| 6. |
Half the Customers who tell Companies they are 'fairly satisfied' won't be repeat buyers. |
| 7. |
The average Australian Company will turnover 10% - 30% of its existing customers this year - most because of poor service. Most of these customers could have been retained. |
| 8. |
68% of customers who stop purchasing from a business do so because of company indifference. |
| 9. |
Businesses providing quality service charge up to 9% more for their products or services. |
| 10. |
Organisations providing quality service grew twice as fast and picked up market share three times quicker than their competitors. |
| 11. |
Increases of just a few percentage points in customer retention have resulted in significant increases in profits. |
| 12. |
Without customers there is no business. |
