My mission statement in business comes from an old, wise business leader Peter F. Drucker. “The purpose of business is to create and keep a customer.” In marketing too often we focus on the first part of that phrase. The thrill of the hunt, beating out competitors to land a big prize…and then from there we become successively less excited, less disciplined, and less intentional about keeping that customer.
We’ve all heard the stat that attracting a new customer costs 5x as much than keeping an existing one (see infographic below). Are we putting 5x as much effort into customer service as sales?
Here’s an incredible infographic that shares such powerful stats as
- 86% of people have quit doing business with a company because of a bad customer experience, up from 59% 4 years ago
- 91% of unhappy customers will not willingly do business with your organization again
- Customer church is caused by feelings of poor treatment 68% of the time