2. We all know customer
loyalty and retention drive…

3. We all know customer
loyalty and retention drive…
REVENUE

4. We all know customer
loyalty and retention drive…
REVENUE
REFFERALS

5. We all know customer
loyalty and retention drive…
REVENUE
REFFERALS
REALLY HAPPY BOSSES

6. Customer loyalty and retention
makes me really happy!

7. BUT…

8. Where are the stats to
prove it?

9. Here are ten Staggering
Statistics on Customer
Loyalty and Retention
…and how they affect you!

10. According to Forrest
Research…
5 times
It costs
more to acquire new
customers than it does to
keep current ones.
source: bit.ly/fdsxzx

11. That’s a lot of coin…
Acquisition Cost
Retention Cost
Current New
Customer Customer

12. Instead of vying for new
customers, focus your efforts
on satisfying the customers
you already have.*
*It’s best to do both

13. When you satisfy your
customers, you’ll reduce their
churn rate (also known as
attrition or turnover).

14. Can you guess how much
your profits will go up by
reducing churn even 5%?

15. Not 5%...

16. Or 10%...

17. Or even 20%... (good guess)

18. According to the authors of
Leading on the Edge of Chaos…

19. Reducing customer
churn by 5% can
increase profits 25-
125%
Profits with 5%
churn reduction
(high estimation)
Profits with 5%
churn reduction
(low estimate)
Profits with
typical churn
Year 1 Year 2 Year 3 Year 4
Source: http://bit.ly/Vwk3DJ

20. Convinced Loyalty
Matters Yet?

21. According to
Gartner,
“80% of your company’s
future revenue will come
from just 20% of your
existing customers.”
Source: http://onforb.es/Q94Id5

22. Future Profits
Current
Customers
Future
Customers
Source: http://onforb.es/Q94Id5

23. Additionally, according to
Marketing Metrics,
“The probability of
selling to an existing
customer is 60 – 70%. The
probability of selling to a
new prospect is 5-20%.”
Source: http://bit.ly/WAaE1x

24. If a customer is
unsatisfied, how does it
affect your business?

25. According to Lee Resource,
“91% of unhappy
customers will not willingly
do business with your
organization again.”
Source: http://bit.ly/d5XsEe

26. AND

27. “For every customer
complaint, there are 26
other customers who
have remained silent.”
Source: http://bit.ly/d5XsEe

28. Silence is
Not Golden

29. Did you know that most
customer satisfaction
isn’t based on the
product or service
itself?

30. According to Forum
Corporation Research,
“Almost 70% of the identifiable
reasons why customers left
typical companies had nothing
to do with the product. The
prevailing reason for switching
was poor quality of service.”
Source: http://bit.ly/f5L3Ls

31. Business only attribute
21% of customer churn
to poor customer
service (it’s actually
70%).
Source: http://bit.ly/WDqg1D

32. Many companies are
now using social media
as a great tool to aid
customer
communication.

33. According to Sitel, “social
customer
service adoption is being
driven by the younger
generation. 15% of 16-24
year olds prefer social
media.”
Source: http://bit.ly/LfpcdP

34. With social, the stakes
are higher…
According to American
Express, “Social customer will
tell an average of 42 people
about a good customer
experience, and they will tell an
average of 53 others about a
bad customer experience.”
Source: http://bit.ly/LfpcdP

35. From social media monitoring
to website messaging, there
are many tools to drive
customer happiness through
communication.
The important thing is to
always stay in touch with
customers to understand their
point of view.

36. We hope you enjoyed this
presentation.
If you found our slideshow
helpful, let us know by
tweeting it and sharing it
all over the web.

37. Apptegic enables you to increase
revenue, engagement, and customer
success by automatically
communicating relevant messages to
your website visitors and web app
users based off of real-time usage
data.
Learn more at
www.Apptegic.com

38. We’d also like to thank the
following Flickr users for
being awesome…

39. In order of appearance:
Racecar
http://www.flickr.com/photos/psykotrooper/7529553538/
Businessman
http://www.flickr.com/photos/aye_shamus/2676763850/
Bird
http://www.flickr.com/photos/hojusaram/2274489068/
Swing
http://www.flickr.com/photos/amotherslens/7856800372/
Pout
http://www.flickr.com/photos/imagesbywestfall/3606314694/
Man
http://www.flickr.com/photos/toestubber/2729767567/
Question
http://www.flickr.com/photos/oberazzi/318947873/
Social Media
http://www.flickr.com/photos/kdonovan_gaddy/4314364949/
Megaphone
http://www.flickr.com/photos/ari/2211074818
Thank You
http://www.flickr.com/photos/rosengrant/3986742210/
Guitarist
http://www.flickr.com/photos/emilyrawlings/4763023078/

40. www.Apptegic.com