17th
July
2007
Who OWNS Your Customers?
“Would it come as a shock to you to find out that the most highly paid corporate people do not know the costs of doing business inside and outside their organization? An online survey conducted by Strativity Group, Inc., a consulting company based in Parsippany, NJ, reports that over 300 executives:
81% do not know the cost of a customer complaint
75% do not know the cost of acquiring a new customer
60% claim they do not deserve their customers’ loyalty
51% claim their company does not deliver unique and beneficial products or services
50% do not know their organization’s annual customer retention rates…”