Julie Rinaldi No Comments

The Cost of Bad Customer Service

Customer ServiceBy The Numbers

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011

3 in 5 Americans (59%) would try a new brand or company for a better service experience.  Source: American Express Survey, 2011

Did You Know?

A typical business hears from 4% of it’s dissatisfied customers.  Source: “Understanding Customers” by Ruby Newell-Legner

On average, loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs.

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs

It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner