Customers For Life

Customer satisfaction does not equal customer loyalty - 60% of customers who leave describe themselves as satisfied in customer surveys.

"We started as a customer-focused company, but we have lost that focus."

"Our competitors are taking our best customers and winning in too many deals."

Are your customer relationships weak, and is it costing you?

Now is the time to find "quick hits" that identify untapped revenue sources and replace customer barriers with customer-centric actions. The data supports customer-centrism:

Customer-centric companies have 9% higher P/E ratios than product-centric companies (Source: SatMetrix)

A University of Michigan study finds that a 1% increase in customer satisfaction = 3% Market Value Increase

Harvard Business Review finds that reducing customer defections by 5% increases profitability 25 - 95%

Totally satisfied customers contribute 2.6X as much revenue as a somewhat satisfied customer

Totally satisfied customers contribute 17X more revenue as a somewhat DIS-satisfied customer

Totally dissatisfied customers decrease revenue at a rate equal to 1.8X that contributed by a totally satisfied customer

RESULT? With twice as many totally satisfied customers as completely dissatisfied customers, business is standing still (Source: Infoquest)

Acquiring a new customer is 4 - 10X more expensive than retaining an existing customer (Source: Gartner Group)