▪ It costs between 5 and 6 times less to
existing customer than to
attract a new.
Companies can multiply their
retaining more existing customers.
brand loyalty by 1% can increase
profitability by 4%.
▪ 80% of
customers say they are
ready to pay more
if a company provides
▪ Happy customers tell 4 to 5 others of their positive experience.
Dissatisfied customers tell 9 to 12 how bad it was.
▪ Most customers do not feel
valued by those serving them.
▪ Only 5% of dissatisfied customers will express
Customer Experience Management
Customer Service as a Differentiator
Customer Experience as a Love Story
Lufthansa: Customer Dissatisfaction Story
What To Do When Customers Force Refunds and Chargebacks
Dealing with Rude Customers