Good News: In 2011, 7 out of 10 Americans said they were willing to spend more with companies that provide excellent customer service (american express survey)
Bad News: In 2011, 86% of consumers stopped doing business with a company because of bad customer service (Harris Interactive)
Good News: Resolve a complaint in the customers favor and 70% will do business with you again (Lee Resources)
Bad News: 91% of unhappy customers will not willingly do business with you again (Lee Resources)
70% of the buying experience is based on how the customer feels they are being treated. (McKinsey)
78% of consumers have bailed on a transaction or intended purchase because of a poor service experience (american express survey)
Provide outstanding customer service and you have a 60-70% probability of selling to an existing customer. (marketing metrics) The probability of selling to a new prospect is 5-20%.