place logo here company name or group here 12 the number of positive experiences it takes to make up...
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COMPANY NAME OR GROUP HERE
12The number of
POSITIVE EXPERIENCES
it takes to make up for ONE POOR ONEInspired by: Understanding Customers (Ruby Newell-Legmer)
COMPANY NAME OR GROUP HERE
95%Customers who will do business WITH YOU AGAIN if you resolve
complaints IMMEDIATELYInspired by: Lee Resource, Inc.
COMPANY NAME OR GROUP HERE
If you’re not SERVING THE CUSTOMER, you
should be serving SOMEONE WHO IS
Inspired by: Philip B. Crosby
COMPANY NAME OR GROUP HERE
26Number of customers
who REMAIN QUIET for every ONE WHO
COMPLAINSSource: White House Office of Consumer Affairs
COMPANY NAME OR GROUP HERE
#1Thing to ask yourself: “If
I were my customer, would the SERVICE I PROVIDE make me
HAPPY?”Inspired by: Mark Pinnetti
COMPANY NAME OR GROUP HERE
68%Amount of CUSTOMERS WHO LEAVE brands due
to attitude of
INDIFFERENCE BY STAFF
Source: How to Win Customers and Keep Them (Michael Leboeuf)