Source: International Customer Service Association

Reducing customer defections can boost profits by 25-85%. In 73% of cases, the business made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition.

1% reduction in customer service issues could generate an extra $40m in profits for a medium-sized company over five years

70% of customers left because of a lack of attention from front-line employees.

Two-thirds (or 66%) of customers do not feel valued by those serving them.

6-7 times more expensive to gain a new customer than it is to retain an existing customer.

Happy customers tell 4 others of their positive experience. Dissatisfied customers tell 12 how bad it was.

- It can cost five times more to buy new customers than retain existing ones.

- 1% cut in customer service problems could generate an extra £16m in profits for a medium-sized company over 5 years.

- Why customers quit:

1% die

3% move away

68% quit because of an attitude of indifference towards the customer by the staff.

14 % are dissatisfied with the product.

9% leave because of competitive reasons.

Source: How to win customers and keep them for life

- For every customer who bothers to complain, 26 other customers remain silent. Source:

- It takes 12 positive service incidents to make up for 1 negative incident.

- The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20. Source:

- 91% of unhappy customers will not willingly do business with you again. Source:

- 70% of complaining customers will do business with you again if you resolve the complaint in their favour.

- 95% of complaining customers will do business with you again if you resolve the complaint instantly.

- Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition.

- 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself.

- 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you.

- A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem.

- Happy customers who have their problems resolved will tell 4-6 people about their positive experience.

- It costs five to six times as much to get a new (first time) customer as it does to keep a current one.

- Customer loyalty can be worth up to 10 times as much as a single purchase.

- It costs 6 times more to attract a new customer than it does to keep an old one.

- Customer loyalty is, in most cases worth 10 times the price of a single purchase.

- A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back.

- 13% of the people who have service problems tell 20 others.

- It takes 12 positive service incidents to make up for one negative incident.

- 7 out of 10 customers will do business with you again if you resolve the complaint in their favor.

Facts and Figures 3.

·         It can cost five times more gain new customers than retain existing ones.

·         For every customer who bothers to complain, 260 other customers remain silent.

·         It takes 12 positive service incidents to make up for 1 negative incident. Source:

·         The average "wronged customer" will tell 8-16 people about it. Over 20% will tell more than 20.

·         Reducing customer defections can boost profits by 25% - 85%. In 73% of cases, the organisation made no attempt to persuade dissatisfied customers to stay; even though 25% said that a single apology would have prevented them from moving to the competition. Source: NOP

·         80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown

·         56% - 70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC

·         It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC

·         Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: "Understanding Customers" by Ruby Newell-Legner

·         Betsy Sanders in her book "Fabled Service" sums it up with:

                   - Share your passion for service

                   - Make service everything your company is and does

                   - Be of service in all that you do

                   - Act according to the believe that you are in business to serve your customers

                   - Serve those who serve your customers Design every part of your business with service as the desired outcome

                   - Be in business to serve society

                   - Create and sustain the service vision

 

·         "Thank you very much" These are the four most important words you can ever say, or will ever hear. Source: Unknown

·         SERVE, (from Latin: servire = to serve). To exert oneself continuously. To render service so as to benefit, help, or promote. To deliver in readiness. To furnish or supply. Synonyms: aid, advance, help assist.

·         In the real world there are YES and NO. In SERVICE there are Yes and "May I suggest the following?"

·         Before starting any shift: Take three deep breaths. Say: I can do this.

·         Given a choice between a smiling person and one who is frowning, who would you approach?

·         Tell me to what you pay attention and I will tell you who you are.

·         If it's out of your control, don't waste time worrying about it. Focus on those things that you CAN control.

·         Never be defensive with a customer. Never hid behind a counter or desk. Never make excuses. Only amateurs do that stuff.

·         THANK YOU NOTES - Anybody can write one. Everybody loves getting one.

·         If you are offered a company training class: GO.

·         Many forgive injuries, but no one forgives contempt.

·         People solve problems. Technology only helps to make the solutions faster.

·         It takes more time to complain that it takes to change.

·         Nothing great was ever achieved without enthusiasm.

·         Keep my words positive: Words become my behaviours. Keep my behaviours positive: Behaviours become my habits. Keep my habits positive: Habits become my values. Keep my values positive: Values become my destiny. There is no dress rehearsal: This is one day in YOUR life.

·         Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.

·         Customer satisfaction is worthless. Customer loyalty is priceless.

·         Do what you say you are going to do, when you say you are going to do it, in the way you said you were going to do it.

·         If you're not serving the customer, your job is to be serving someone who is.

·         There is only one boss. The customer. And they can fire everybody, by spending their money somewhere else.

·         Do what you do so well that they will want to see it again and bring their friends.

·         If you don't genuinely like your customers, chances are they won't buy.