There are some amazing facts to be learned from this deck on SlideShare:
- Reducing churn by 5% can increase profits 25-125%
- It costs 5 times more to acquire new customers that it does to keep current ones
- The probability of selling an existing customer is 60-70%. To new customers it’s 5-20%
http://www.slideshare.net/Evergage/tenstaggeringstatistics1-130204133151phpapp02
Enjoy!
JUST THE FACTS: CUSTOMER LOYALTY AND RETENTION
Also interesting to see more validation that the use of social media is critical. People are more likely to share a negative story than a positive one, so it is very important to mobilize your company's Promoters and get the positive word out.
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