This document contains 26 quotes about the importance of customer service. Some key points: - 78% of consumers abandon purchases due to poor service and loyal customers are worth 10 times as much as new customers. - It takes 12 positive experiences to make up for one negative one and it costs 6-7 times more to acquire new customers than retain existing ones. - 91% of unhappy customers will not do repeat business and resolving complaints favorably regains 70% of customers. - Customers remember service experiences longer than prices and delivering excellent service leads to outperforming competition.

1. 26 Famous Quotes To Encourage You
To Give Your Customers A Great
Customer Service.
By: Nouman Tariq

2. “78% of consumers have bailed on a
transaction or not made an intended
purchase because of a poor service
experience.”
Source: American Express Survey, 2011

3. “On average, loyal customers are worth up
to 10 times as much as their first purchase.”
Source: White House Office of Consumer
Affairs

4. “Probability of selling to a new prospect is
5-20% and Probability of selling to an
existing customer is 60-70%”
Source: Marketing Metrics

5. “It takes 12 positive experiences to make
up for one unresolved negative
experience.”
Source: “Understanding Customers” by Ruby
Newell-Legner

6. “It is 6-7 times more expensive to acquire a
new customer than it is to keep a current
one.”
Source: White House Office of Consumer
Affairs

7. “7 in 10 Americans said they were willing to
spend more with companies they believe
provide excellent customer service.”
Source: American Express Survey

8. “According to consumers, customer service
agents failed to answer their questions 50%
of the time.”
Source: Harris Interactive

9. “75% of customers believe it takes too long
to reach a live agent.”
Source: Harris Interactive

10. “Although your customers won’t love you if
you give bad service, your competitors will.”
By - Kate Zabriskie

11. “70% of buying experiences are based on
how the customer feels they are being
treated.”
Source: McKinsey

12. “91% of unhappy customers will not
willingly do business with you again.”
Source: Lee Resources

13. “Resolve a complaint in the customer's
favor and they will do business with you
again 70% of the time.”
Source: Lee Resources

14. Top two reasons for customer loss:
1. Customers feel poorly treated
2. Failure to solve a problem in a timely
manner
Source: Customer Experience Impact Report
by Harris Interactive

15. “Americans tell an average of 9 people
about good experiences, and tell 16 (nearly
two times more) people about poor
experiences.”
Source: American Express Survey

16. “24% of American adults have posted
comments or reviews online about the
product or services they buy.”
Source: Jim Jansen, Pew Research Center’s
Internet and American Life Project.

17. “Customers remember the service a lot
longer than they remember the price.”
By - Lauren Freedman, President of the E-
tailing Group

18. “94% of all online retailers provide email
customer service.And 27% of email
inquires are answered incorrectly.”
Source: Zak Stambor, Internet Retailer, 2010

19. “Customer experience quality could result
in a swing of $184 million for a large
Internet retailer.”
Source: Forrester Research Inc.,

20. “Great online retailers see service not as a
cost, but as a sales opportunity.”
Source: Helpscout

21. “41% of consumers expect an e-mail
response within six hours. Only 36% of
retailers responded that quickly.”
Source: Forrester Research Inc.,

22. “81% of companies with strong capabilities
and competencies for delivering customer
experience excellence are outperforming
their competition.”
Source: Peppers & Rogers Group, Customer
Experience Maturity Monitor.

23. According to the Temkin Survey, customers
believe...
Retailers deliver the best experience and
TV Service Providers & Health Plans
deliver the worst.
Source: Bruce Temkin, Temkin Experience
Ratings.

24. “Customer service shouldn’t just be A
department, it should be the entire
company.”
By - Tony Hsieh, CEO of Zappos

25. “The single most important thing is to make
people happy. If you are making people
happy, as a side effect, they will be happy
to open up their wallets and pay you.”
By - Derek Sivers, CD Baby

26. “It’s very logical: There is proven ROI in
doing whatever you can to turn your
customers into advocates for your brand or
business. The way to create advocates is to
offer superior customer service.”
By - Gary Vaynerchuk, “The Thank You
Economy”

27. “Customer service is the new marketing.”
By - Derek Sivers, CD Baby