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To be precise, according to our research, any customer service interaction is four times more likely to drive disloyalty than to drive loyalty (see figure 1.5).
Matthew Dixon, Nick Toman, Rick DeLisi • The Effortless Experience
faster churning of companies in and out of the S&P 500, the death of news and the newspaper, the failure of established
Martin Gurri • Revolt of the Public and the Crisis of Authority in the New Millennium
“If an individual has ego needs that are too high,” notes Peter Friedes, Hewitt’s managing partner, “they can be a very disruptive influence.
David H. Maister • Managing The Professional Service Firm
Hillstrom's Loyalty: Measuring Why It Is So Hard To Grow a Business via Loyal Customers
amazon.com
This increase in revenue comes at the cost of long-term customer satisfaction, but nobody knows how to really measure that, so investors don’t care.
Daniel Gross • 2020 Startup Themes
Companies Reward Acquisition over Retention
Joey Coleman • Never Lose a Customer Again
Lisa Miller, the founder and CEO of VIE Partners, the best expense reduction and control consultancy in the health-care industry.