According to the magazine 'Return on Behavior', losing a client costs four times more than attracting him. Similarly, reducing customer dropout rates by only 5 percent can increase profits by 80 percent, a very impressive percentage in terms of profit.

Alejandra Rodríguez Medina, Director of Customer Management at Eforcers, says in the same way that "competition is increasing and a company that does not take care of its customers is destined to fail. The design of strategies to retain our customers is more profitable than going out to win new ones in an increasingly competitive market, where substitute products and innovative promotions for customers are put into play. "A study by McKinsey concluded that 7 out of 10 customers who go to the competition do so in response to poor service.

In Colombia, The budget that spend in food is decreasing, “hace 30 años los hogares colombianos destinaban la mitad de sus presupuestos para adquirir alimentos; hoy, ese porcentaje se ha reducido al 28%”.

Although it seems obvious, the true dimension of customer service has not yet been understood within companies, and although the motto 'their wishes are orders' is often used, few organizations actually develop strategies Integral to treat the client as the company's highest authority.

However, we can not assume that the service problem has to do exclusively with the companies, because the responsibility, in a high dose, is also of us as users. In general, we are mediocre customers, we have become conformists, we no longer complain, because despite the lousy service of many companies, one does not make strong decisions and continues as a customer even if they render a poor service.

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http://www.portafolio.co/tendencias/buen-servicio-cliente-base-exito-comercial-54830

http://www.eltiempo.com/archivo/documento/CMS-11987981

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