● It costs between 5 and 6 times less to
existing customer than to
attract a new.
Companies can multiply their
retaining more existing customers.
brand loyalty by 1% can increase
profitability by 4%.
● 80% of
customers say they are
ready to pay more
if a company provides
● 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