Posts by Corporate Business Solutions

Customer defection rates are clearly a leading indicator of a company’s short and long term profit direction.

Frederick Reichheld and W. Earl Sasser, Jr. published a study in the Harvard Business Business Harvard Review Review which concluded: “Companies can boost profits by almost 100% by retaining just 5% more of their customers.” *

PIMS study concluded: “A dissatisfied customer would tell between 7-10 people while a satisfied customer would recommend a company to 3-4 of their friends.”

According to Bain & Company: “U.S. corporations now lose half of their customers in five years, [and] half of their employees in four