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.