December 2010: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition
Dec 06, 2010 by Confero Inc.
- “Studies show that 85% of a company’s brand image is driven by sales interactions… not marketing campaigns.” (American Marketing Association)
- “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. “(Customer Service 101 – Ruby Newell-Legner)
- “A dissatisfied customer will tell 9-15 people about it.” (Customer Service 101 – Ruby Newell-Legner)
- “A typical business hears from only about 4% of its dissatisfied customers; 96% just go away. “ (Customer Service 101 – Ruby Newell-Legner)