Why do customers leave?
- 68% upset with the treatment theyâ€™ve received
- 14% dissatisfied with product or service
- 9% begin doing business with the competition
- 5% seek alternatives or develop other business relationships
- 3% move away
- 1% die
Customer loyalty and the lifetime value of a customer can be worth up to ten times as much as the price of a single purchase.
For every complaint a business receives, there are approximately 26 other customers with unresolved complaints or problems.
A dissatisfied customer will tell up to ten people about his/her experience. Thirteen percent of those unhappy customers will tell up to 20 people!
(Source: U.S. Small Business Administration and the U.S. Chamber of Commerce)