The Importance of Customer Loyalty

It’s all in the numbers!

CUSTOMER LOYALTY

LET’S JUMP STRAIGHT IN WITH THE STATS…

On average, loyal customers are worth up to 10 times as much

as their first purchase.

On average, loyal customers are worth up to 10 times as much

as their first purchase.

9 in 10 are willing to spend more with companies they believe provide excellent customer service.

Source: RightNow Customer Experience Impact Report

FOR EVERY CUSTOMER THAT COMPLAINS ANOTHER 26 REMAIN SILENT. Source: helpscout.net

It costs 5 times more to acquire new customers than it does to keep current ones.

Source: Forrest Research

Current customer

New customer

5-20%

Source: Marketing Metrics

probability of selling to a new

prospect…

5-20%

Source: Marketing Metrics

probability of selling to a new

prospect…

60-70% probability of selling to an

existing prospect.

But you’ll

have

NEWS OF BAD CUSTOMER SERVICE REACHES MORE THAN TWICE AS

MANY EARS AS PRAISE FOR A GOOD SERVICE EXPERIENCE.

Source: White House Office of Consumer Affairs

Address an unhappy

customer’s situation as

it’s worth keeping their

business and avoiding

negative word of mouth.

Top tip

REDUCING CUSTOMER CHURN BY 5% CAN INCREASE PROFITS BY AT LEAST 25%.

Source: Leading on the Edge of Chaos

80% OF YOUR COMPANY’S FUTURE WILL COME FROM

JUST 20% OF YOUR EXISTING CUSTOMERS…

Source: Gartner

AND 80-90% OF NEXT YEAR’S REVENUE WILL

COME FROM YOUR EXISTING CUSTOMERS.

Almost 70% of the reasons why customers leave have nothing to do with the product…

Almost 70% of the reasons why customers leave have nothing to do with the product…

It‘s because of poor quality service.

Source: Forum Corporation Research

RESOURCES…

1. Increasing customer loyalty with CRM software

2. How to beat the ‘Big boxes’

3. 6 steps to driving customer loyalty in theautomotive industry

To help you impr

ove

customer loyalty!

CUSTOMER LOYALTY IMPROVE YOUR

WITH SALES-I WWW.SALES-I.COM