On Uninformed Marketing Practices

Do you know the average annual value of a customer to your business?
Know: 12.9%
Don’t know: 87.1%

Do you know the cost of a customer complaint to your business?
Know: 9.7%
Don’t know: 90.3%

Do you know the cost of acquiring a new customer?
Know: 8.6%
Don’t know: 91.4%

Customer Experience Management Study by Strativity Group in Fast Company 9/06

(via the Brains on Fire blog)