How customer-focused is your business?


The opportunity for businesses in all sectors to drive more customer-centric business strategies and cultures is enormous. The survey results reinforce a sense of disenfranchisement by customers.

Did you know that:

85% of Customers would have been retained if the Company had acted on a request

69% of Customers would have stayed if a problem had been resolved

55% of Customers would have stayed if preferencial treatment and rewards had been offered

48% of Customers, nearly half, changed brands due to poor service

26% of people say they look at Facebook, Twitter or blogs when learning about a company, compared with 70% who ask family, friends or colleagues.


53% Customer Loyalty is based on the Purchase Experience

Source: The Challenger Sales, Matthew Dixon & Brent Adamson

Customer loyalty is waning globally. Across all markets and subscriber groups, 39% of people are likely to churn, an increase of more than 20% from the previous year.

On average, just 24% of mobile customers are completely satisfied with their operator.

Source: Nokia


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