When a customer complains, is it possible for them to become a Loyal Customer or are they lost forever? It depends on how your company handles the complaint. If you create not only a positive outcome, but a positive encounter, you have a pretty good shot at creating a loyal customer.

Of customers with minor problems that are handled quickly, 95% will repurchase from that organization; 82% will purchase again even if it is a major problem that has been resolved. On the other hand, if a major issue goes unresolved, only 14% will repurchase.