A majority of businesses are just beginning to recognize the fact that they are dealing with a customer base that is more demanding, less satisfied, and less loyal than ever before, in spite of their targeted marketing efforts.

Consider:

A)  An estimated 58% of all new bank customers leave an institution within just two years.
 

B)  As many as 15% of credit card holders switch cards each year. The even
 

bigger problem is the large percentage of customers who just stop using their

card.
 

C) One automobile manufacturer found that 90% of its car owners were satisfied

with their vehicle, but only 60% would consider buying another from the same

company ... and only 40% actually followed through on purchasing another auto of the same make.
 

D) A national mass retailer discovered that its customer attrition rate was costing it

$1 billion a year