Customer Retention

10 Reasons Why Your Customers May Not Be Coming Back

Customer Retention

1. Attracting a new customer costs on average 6 to 7x more than it does to keep an existing one. (White House Office of Consumer Affairs)

2. Loyal customers are worth up to 10x as much as their first purchase. (White House Office of Consumer Affairs)

3. 48% of customers who had a negative experience shared their experience with 10 other people. (Harvard Business Review)

4. Over 80% of customer service-related tweets are complaints, most customers expect a reply in less than an hour. (Touch)

5. 78% of customers have abandoned an intended purchase due to a poor experience. (American Express)

6. After experiencing one unresolved negative experience It can take 12 positive experiences to make up for it. (Ruby Newell-Legner)

7. 70% of buying experiences are based on how the customer feels they are being treated by the brand. (McKinsey)

8. Customers who engage with companies over social media are more likely to spend between 20 to 40% more money than other customers. (Bain & Company)

9. A whopping 89% of consumers will move to a competitor following a poor customer experience. (RightNow)

10. Consumers are twice as likely to share a bad customer service experience than they are a positive one. (American Express)

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Need some inspiration?
We hope this has given you some inspiration, and some ideas on how to help increase your retention. But if you need more, fill in our Free Demo form and we’ll send over on hold message examples from your industry and a bespoke audio sample to share with your team.

You rarely get a second chance to make a first impression, we can help you make that first impression count.

About us and this blog

Onhold Studio has been developing custom on hold audio messages for almost two decades! We specialise in audio marketing for both VoIP and conventional telephone systems. Our team can handle every step of the process for you, whether you need music or on hold messaging, call menu options, or out-of-hours audio messages.

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