The Importance of Cultivating Customer Loyalty
Kapco Global’s consistent efforts to build customer loyalty earns us a Net Promoter Score of 51 Developing new customer relationships costs more than maintaining the relationships you already have. This is an economic fact in all business – aerospace or otherwise. In fact, a Gartner Group study indicates that 80 percent of future business will come from just 20 percent of current customers. A study cited by the Harvard Business Review supports these numbers stating…