5 Fast Facts about Customer Loyalty

  • 95% of complaining customers will remain loyal if their problems are resolved immediately and to their satisfaction. TARP, Inc. (For help developing a customer recovery strategy designed to restore customer confidence after service failures, visit us here.)
  • On average, companies have a 20-40% chance of selling to lost customers, and only a 5 – 20% probability of selling to new prospects. Marketing Metrics.
  • It costs 4 – 10 times more to win a customer than it does to keep a customer.
  • Long-term customers tend to spend more with a company than new customers (and they are easier to serve than new customers). Bain & Co.


  • Unhappy customers will tell approximately 11 people about their experience with a company. TARP, Inc. (In the world of social media, the average disgruntled customer will reach 3000 customers!)


To learn how to retain more customers and earn devoted customer loyalty, please visit Myra Golden here.