A few facts about customer service...

85% of consumers are dissatisfied with their phone experience, providing solid customer service via phone is key

81% of consumers are more likely to give a company repeated business after good service

• A 5% increase in customer retention equates to a 125% increase in profits

• Companies that prioritize the customer experience generate 60% higher profits than their competitors

• A 2% increase in customer retention has the same effect as decreasing costs by 10%

• On average, loyal customers are worth up to 10 X'S as much as their first purchase

• It is 7 X'S more expensive to acquire a new customer than it is to keep a current one

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Reprinted with permission of Telephone Doctor Customer Service Training. Nancy Friedman is a featured speaker at franchise, association & corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning & many others. For more information, call 314-291-1012 or visit www.nancyfriedman.com.



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