▪ It costs between 5 and 6 times less to retain an existing customer than to attract a new.

▪ Companies can multiply their profits by retaining more existing customers.

▪ Increased brand loyalty by 1% can increase profitability by 4%.

▪ 80% of customers say they are ready to pay more if a company provides great service

▪ Happy customers tell 4 to 5 others of their positive experience. Dissatisfied customers tell 9 to 12 how bad it was.

▪ Most customers do not feel valued by those serving them.

▪ Only 5% of dissatisfied customers will express dissatisfaction.

Customer Experience

Customer Experience Management

Customer Service as a Differentiator

Customer Experience as a Love Story

Lufthansa: Customer Dissatisfaction Story

What To Do When Customers Force Refunds and Chargebacks

Dealing with Rude Customers