By Harriet Nezer and Maureen McNamara
The statistics show it all: A client who has had a bad experience will tell up to 20 people, while the average satisfied client may tell 5--if you're lucky!
It costs 5 times more to attract a new client than to keep one you currently have. Only 4% of your clients will bring a complaint to your attention, so for every complaint you receive, there may be dozens that you haven't heard about...
10 Powerful Techniques To Help Meet the Challenge of Developing a Client Focused Organization:
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