Customers who can get a problem resolved in one contact with the company are approximately twice as likely to remain loyal as those who require three or more contacts.

Question

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Customers who have a satisfactory resolution in one contact with the company are more likely to be happy and continue doing business with them. On the other hand, customers who need multiple contacts to resolve an issue can become frustrated and may be less likely to remain loyal.

Customers Who Can Get a Problem Resolved in One Contact