Title	Creating Favorable Impressions
Description	Studies show there are a number of reasons a business may lose customers. Some customers move away, some go to the competition, and some are simply dissatisfied. But the largest majority—close to 70 percent of customers who leave a company for good—say the primary reason was because of bad service from just one employee! Keeping repeat customers is just good business: it can cost five times as much to attract a new customer as it costs to keep an old one. Great customer service from every member on a company’s team is essential to customer retention.
Creator	Linberg, Kurt
Rights	CC BY
Rights-License	https://creativecommons.org/licenses/by/3.0/
Provenance	The above content was used from Dr. Steven R. Van Hook’s Creating Favorable Impressions at https://www.saylor.org/site/wp-content/uploads/2013/03/CUST105-1.2-FINAL.pdf
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Creating Favorable Impressions

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