Why Is Customer Care So Important?

18/12/2011
Why Is Customer Care So Important?

 
  • A happy customer who got his issue resolved will only tell about 4 to 6 people.
  • While a dissatisfied consumer will tell between 9 and 15 people about their experience.
  • It takes 12 positive service experiences to make up for just 1 negative experience.
  • Attracting a new customer costs 5 times as much as keeping an existing one.
  • 91% of unhappy customers will not do business willingly with your organization again.
  • 86% of consumers quit doing business with a company because of a bad customer experience.
  • 74% customers would be prepared to pay more for a product if it came with better service.
  • In a B2B engagement, ‘delighted’ customers are 5 TIMES more likely to plan on repurchasing than merely satisfied customers!
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