"50% of small businesses fail within the first year"  - Small Business Trends
"If the owners really knew what they were doing wrong, they might have been able to fix the problem."  - NY Times
"Complete understanding of your customer is imperative to your success."  - Forbes

These once successful companies failed to keep in touch with changing customer needs before it was too late.

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Need more proof?

  • Did you know the probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer? – Marketing Metrics
  • Did you know It is six to seven times more expensive to attract a new customer than it is to retain an existing one? – ThinkJar
  • Did you know among satisfied customers, 73% will recommend a brand to others, and 46% say they will trust that brand’s products and services above all others? – SDL Global CX Wakeup Call Report
  • Did you know once a customer leaves, 4 in 5 say they will never come back, and if they do, 59% say they will be less loyal? – SDL The Global CX Wakeup Call Report

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