From small businesses to large enterprise organizations, everyone wants to know the secret to retaining customers. This infographic shows customer retention statistics in three critical areas.
Courtesy of: Customers That Stick
Sources for the Customer Retention Statistics Above
Why Customers Leave
- 82% of consumers in the U.S. said they stopped doing business… > Citation
- 73% was a reaction to rude staff… > Citation
- 78% of consumers in the U.S. said they have bailed on a transaction… > Citation
- 68% of consumers leave because they were upset with treatment… > Citation (Note: Primary sourcing could not be found, though this statistic is widely quoted through secondary sources.)
Why Customers Stick
- What parts of the customer experience cause customers to stick… > Citation
- 92% of consumers said they would go back after a negative experience… > Citation
- What happened when an organization responded to a customer’s negative comment… > Citation
- 85% of customers are willing to pay more… > Citation
Retained Customers Mean Money
- The cost of bringing a new customer to the same level of profitability is up to 16x more… > Citation
- 10x more expensive to acquire… > Citation
- 4-6x more expensive to acquire…* > Citation
- 5x more expensive to acquire… > Citation Alan E. Webber, “B2B Customer Experience Priorities In An Economic Downturn: Key Customer Usability Initiatives In A Soft Economy,” Forrester Research, February 19, 2008
- 89% of consumers began doing business with a competitor… > Citation
- Increasing retention rates by 5% increases profits by 25%-95%… > Citation
- 2% increase in retention has the same effect as decreasing costs by 10%.. > Citation (From the book, Leading on the Edge of Chaos)
- Loyal customers are worth up to 10 times as much… > Citation (Note: Primary sourcing could not be found, though this statistic is widely quoted through secondary sources.)
- Repeat customers spend 67% more… > Citation
