Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Research shows that people often make purchasing decisions based on recommendations from family and friends, rather than on advertising messages.

• 97 percent of customers will tell others about very good or excellent customer service experiences.
• 70 percent would spend more money with a company that has excellent customer service.
• 24 percent will return to businesses two or more years after a good customer service experience.
• 59 percent would try a new company to receive better customer service.