The hidden cost of poor retail deliveries: £5,300 per lost customer

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Interesting stats – although as part of a PR push – on how much retailers might lose from selecting a shoddy delivery company.  The costs do not stem purely from failed deliveries and extra expense relating to that, but from lost future sales. In 2011, 86% of customers stopped buying from a particular business because of a bad experience, while a million people in the UK view tweets about customer service – 80% of which are negative. What’s more, every irritated customer tells at least two others how bad the service was.