customer loyalty

Crunching the Numbers

November 7, 2011 -- Sal Silvester

According to the November 2011 issue of Inc. Magazine...

  • 64% - Portion of customers who have walked out of a store because of poor customer service in the past 12 months
  • 70% - Share of customers who say they are willing to spend more at companies that provide superior customer service
  • 9 = Average number of people a customer will tell about a good customer service experience
  • 16 = Average number of people a customer will tell about a bad experience
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