LeBoeuf tells us that we hear from about four percent of our customers. If any of the other 96 percent are unhappy with your company, they simply walk away, without saying anything to you. Most of the people who walk away - 91 percent of them, according to LeBoeuf - don't come back.
Most (68 percent) of the customers who walk away do so because they feel that the company treated them with indifference. Only nine percent leave because they're unhappy with the product that they purchased.
Each person who is unhappy with the company will tell eight to ten other people about their feelings. Happy customers, by contrast, will tell five people about a company they've dealt with.
Seventy percent of these unhappy people can be won back. That number grows to 95 percent if you resolve their unhappiness immediately.
Companies typically spend six times more money and energy to get new customers than to retain existing ones, despite the fact that existing customers are potentially worth much more to the company.
In general, LeBoeuf tells us, businesses do a bad job at customer service. The reasons for this are