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High Cost of Losing A Customer
  • The lowest-ranking employee in a business can lose more customers than can be gained by the highest-ranking employee.

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

  • The average wronged customer will tell 8 to 16 people (about 10 percent will tell more then 20 people).

  • 91 percent of unhappy customers will never purchase good or services from you again.

  • If you make an effort to remedy customer's complaints, 82 to 95 percent of them will stay with you.

  • It costs about 5 time as much to attract a new customer as it does to keep an existing one.