Do you work hard enough to build loyal and long lasting relationships with your customers ? Sometimes customers quit your Business. If you don’t know why, then this article might help. The good news is that you may have more control over customers quitting than you think. Read on for the hard facts why customers quit and what might help you pinpoint where you are losing them:
Why Customers Quit
- 1% die
- 3% move away
- 68% quit because of an attitude of indifference towards the customer by the staff.
- 14 % are dissatisfied with the product.
- 9% leave because of competitive reasons.
Source: How to win customers and keep them for life (2000) – Michael Leboeuf
– For every customer who bothers to complain, 26 other customers remain silent. Source: Lee Resource Inc- – It takes 12 positive service incidents to make up for 1 negative incident. Source: Lee Resource Inc
- – The average “wronged customer” will tell 8-l6 people about it. Over 20% will tell more than 20. Source: Lee Resource Inc
- – 91% of unhappy customers will not willingly do business with you again. Source: Lee Resource Inc
- – 70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc
- – 95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc
- – Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP
- – 80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself. Source: Unknown
- – 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. Source: the White House Office of Consumer Affairs, Washington, DC.
- – A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem. Source: the White House Office of Consumer Affairs, Washington, DC.
- – Happy customers who have their problems resolved will tell 4-6 people about their positive experience. Source: the White House Office of Consumer Affairs, Washington, DC.
- – It costs five to six times as much to get a new (first time) customer as it does to keep a current one. Source: the White House Office of Consumer Affairs, Washington, DC.
- – Customer loyalty can be worth up to 10 times as much as a single purchase. Source: the White House Office of Consumer Affairs, Washington, DC.
- – It costs 6 times more to attract a new customer than it does to keep an old one. Source: “Understanding Customers” by Ruby Newell-Legner
- – Customer loyalty is, in most cases worth 10 times the price of a single purchase. Source: “Understanding Customers” by Ruby Newell-Legner
- – A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Source: “Understanding Customers” by Ruby Newell-Legner
- – 13% of the people who have service problems tell 20 others. Source: “Understanding Customers” by Ruby Newell-Legner
- – It takes 12 positive service incidents to make up for one negative incident. Source: “Understanding Customers” by Ruby Newell-Legner
- – 7 out of 10 customers will do business with you again if you resolve the complaint in their favor. Source: “Understanding Customers” by Ruby Newell-Legner