« Never give up! | Home | Personal Development Strategies »
A 5% decrease in customer defection can result in excess of twenty per cent increase in profitability according to Bain and Co.
The average business never hears from 96% of it's unhappy customers. These people invariably tell nine to ten other people about their negative experience.
Opportunity knocks!
An unhappy customer whose complaint was satisfactorily resolved will tell up to five people about the positive treatment they received.
(Research compiled by TARP, USA.)
It is obvious as highlighted in a past entry that you either get people complaining or watch them leave. This requires a little more than, "was everything all right" approach.
Posted by Kevin Kelly at
December 6, 2006 10:56 AM