"Only 1 of 27 customers with a problem or concern will let you know about it. This means that 96% of problems go unreported." - TARP study

"More than 60% of people who complain are looking for a thank you for their business, an apology, or just to let someone know their side of the story." - CCMC

"It costs 5-10 times as much to attract a new customer as it does to keep an existing one." - TARP study

"A 2% increase in customer retention has the same effect on profits as cutting costs by 10%." - Emmett C. Murphy

"Customer loyalty will, on average, account for 40% of revenue growth." - Accenture Research