Loud Upset People
Dis-satisfied customers tell many more about dis-satisfaction than satisfied customers tell about satisfaction.
Complainers Leaving in Droves
The large majority of dis-satisfied customers don’t complain; they just leave.
It's about the Service
The large majority of the reasons customers leave for a competitor has nothing to do with product. The reasons have to do with service.
It is easier and easier for customers to leave and find other sources.
An Ounce of Retention is worth a Pound of New
It is much more expensive, time consuming, and disruptive to attract and on-board new customers than it is to retain current customers.