According to Customer1.com…
•Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
•81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.
•A dissatisfied customer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers will tell more than 20 people.
•86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago.
•For every customer complaint, there are 26 other customers who have remained silent.
•It takes 12 positive service experiences to make up for one negative experience.
•Happy customers who get their issue resolved tell about 4 to 6 people about their experience.
•91% of unhappy customers will not willing do business with a company again.