Customer Service Research
How do businesses lose customers?
- 1% die
- 3% move away
- 5% follow a friend's advice
- 9% leave because of a better product/service or price
- 14% leave because of dissatisfaction with the current product/service
Compare the above to this startling statistic:
- 68% leave because of what they perceive as indifference from the merchant or someone within the merchant's organization. They feel unappreciated, unimportant and taken for granted.
(Source: The Ultimate Marketing Plan by Dan S. Kennedy)