COMPANY NAME OR GROUP HERE
12
The number of
POSITIVE EXPERIENCES
it takes to make up for
ONE POOR ONE
Inspired by: Understanding Customers (Ruby Newell-Legmer)
COMPANY NAME OR GROUP HERE
95%
Customers who will do
business WITH YOU AGAIN
if you resolve complaints
IMMEDIATELY
Inspired by: Lee Resource, Inc.
COMPANY NAME OR GROUP HERE
If you’re not SERVING THE
CUSTOMER, you should be
serving SOMEONE WHO IS
Inspired by: Philip B. Crosby
COMPANY NAME OR GROUP HERE
26
Number of customers who
REMAIN QUIET for every
ONE WHO COMPLAINS
Source: White House Office of Consumer Affairs
COMPANY NAME OR GROUP HERE
#1
Thing to ask yourself: “If I
were my customer, would
the SERVICE I PROVIDE
make me HAPPY?”
Inspired by: Mark Pinnetti
COMPANY NAME OR GROUP HERE
68%
Amount of CUSTOMERS
WHO LEAVE brands due to
attitude of INDIFFERENCE
BY STAFF
Source: How to Win Customers and Keep Them (Michael Leboeuf)