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Customer Satisfaction Is The Key
by Mary Lou Gurski
President, Training for Success, Inc.
1-800-2ATTEND (1-800-228-8363)

Note: These are national findings across numerous industries. Includes findings by the National Federation of Independent Business (NFIB)

  • 65% of a company’s business comes from existing customers
  • Cost if five times as much to attract a new customer than to keep an existing one
  • 12 good service experiences are required to overcome a single bad one
  • 25% of your customers cite poor service (not price or quality) as the reason
  • 91% of unhappy customers will never buy again from a company that displeased them
  • 96% of dissatisfied customers do not complain of poor service. They figure… “What’s the use?”
  • Unhappy customers will complain to 9 outside people
  • Satisfied customers will tell only 5 people about their positive experience
  • Customer who complain and have their complaints satisfied are likely to be loyal to your company
  • Quality of service is one of the few variables that can distinguish a business from its competition
  • Customers are willing to pay more to receive better service
  • Satisfied customers are likely to be loyal
  • Good service leads to increased sales

 

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