Customer Loyalty

By the Numbers

Do you know who your most loyal customers are and why? Do you know who doesn't use your shop and why?

"A typical business hears from only 4 percent of its dissatisfied customers; the other 96 percent just quietly go away, and 91 percent will never come back," notes Dr. Michael LeBoeuf, a professor of management at the University of New Orleans and author of the classic book "How to Win Customers and Keep Them for Life."