The Number One Factor

Customers rely on their emotional experiences with salespeople more than any of the traditional factors, according to research by the Peppers & Rogers Group.

The research showed that:
* 60 percent of all customers stop dealing with a company because of indifference on the part of salespeople.
* 70 percent of customers leave a company because of poor service, which is usually attributed to a salesperson.
* 80 percent of defecting customers describe themselves as "satisfied" or "very satisfied" just before they leave.
* Customers who feel their salespeople are exceptional are 10 to 15 times more likely to remain loyal.

Source: Don Peppers, founding partner of the Peppers & Rogers Group (from The Selling Advantage, 07/28/09)