Studies show there are a number of reasons a business may lose customers. Some
customers move away, some go to the competition, and some are simply dissatisfied.
But the largest majority—close to 70 percent of customers who leave a company for
good—say the primary reason was because of bad service from just one employee!
Keeping repeat customers is just good business: it can cost five times as much to
attract a new customer as it costs to keep an old one. Great customer service from
every member on a company’s team is essential to customer retention.