So what is the value of loyal customers?

We believe reputation management – the management of trust – is an item that should be on every board’s agenda.

Here is some compelling research that convinced us!

  1. A 5% reduction in the customer defection rate can increase profits by up to 95%. – Bain & Company
  2. It costs six or seven times more to acquire a new customer than to retain an existing one. – Bain & Company
  3. An average company loses between 10% and 30% of its customers annually. – McKinsey & Company

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