It costs 6-7 times more to acquire a new customer than to retain an existing one – Bain & Co.
On average, a company loses between 10% – 30% of its customers every year – McKinsey
The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics
A dissatisfied customer will tell between 9-1 5 people about their experience. Around 13% of dissatisfied customers tell more than 20 people – White House Office of Consumer Affairs