“For every customer who bothers to complain, there are 26 others who remain silent.
- The average “wronged” customer will tell 8 to 16 people
- 91% of unhappy customers will never purchase services from you again
- It costs about five times as much to attract a new customer as it costs to keep an old one
- Each one of your customers has a circle of influence of 250 people or potential customers who hear bad things about you!”