85% of Customers would have been retained if the Company had acted on a request
69% of Customers would have stayed if a problem had been resolved
55% of Customers would have stayed if preferencial treatment and rewards had been offered
48% of Customers, nearly half, changed brands due to poor service
26% of people say they look at Facebook, Twitter or blogs when learning about a company, and 70% ask family, friends or colleagues.
53% Customer Loyalty is based on the Purchase Experience