Why should your organization be focused on customer experiences and how they are conducted rather than solely on the final outcome of the interaction?

• Sixty-eight percent of customers stop doing business with you because of the treatment they received; only 14% because of the product or service.
• Only 4% of unhappy customers ever complain. 90% on non-complainers just go elsewhere.
• If you solve the complaint, most (50% to 70%) customers will repeat business.
• It costs six times more to attract new customers than retain your existing customers.
• The average lifetime value of a customer is 10 times their initial purchase.
• You can invest in three things: products, operational efficiencies, or customer relationships. You can’t always win on the first two; only on the third will customers stay with you.

These facts support making customer service excellence a priority because customers buy positive experiences when they shop for, buy, and use our products and services including.