Poster 1: CM Pos 0001
Quick complaint resolution drops the Customer defection rate from 91% to 18%. It is essential that all complaints are dealt with efficiently.
Poster 2: CM Pos 0004
One complaining Customer represents 23 silent ones who quietly give their business to your competitors. Every single complaint should be treated as an opportunity to improve the quality of your products and services.
Poster 3: CM Pos 0007
The value of one Customer is infinite. This includes sales to him in his lifetime as well as to Customers he generates for you through word-of-mouth. So remember, your most precious asset is your Customer.
Poster 4: CM Pos 0008
If a customer has a major complaint, 91% of such Customers will not buy from the company again. If the complaint is resolved quickly, 82% of them will return. It pays to resolve complaints quickly.
Poster 5: CM Pos 00010
Research shows that one dissatisfied Customer will talk negatively about you to 12 potential ones, leading to loss in sales. It pays to keep your Customers satisfied.
Poster 6: CM Pos 00011
Every dissatisfied customer will turn away at least 12 prospective customers. With the Internet, this number could go up as high as 10,000.

Poster 1: CIPos000148
What do Customer Icebergs hide? What's Hidden? Loss of profit Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. When you lose customers you lose profits, major portion of which is invisible to you. Why? Because Customer Icebergs hide this fact from you.
Poster 2: CIPos000149
What do Customer Icebergs hide? What's Hidden? Loss of value Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. They hide loss of sales and profits which results in lower value of your assets as well as share value. Customer Icebergs hide this fact from you.
Poster 3: CIPos000150
What do Customer Icebergs hide? What's Hidden? Loss of brand equity Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. They hide loss of sales and profits which results in lower brand equity of your brands. Customer Icebergs hide this fact from you.
Poster 4: CIPos000151
What do Customer Icebergs hide? What's Hidden? Loss of the most valuable revenue producing asset Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. Customers are the primary assets that generate revenues. When you lose customers, he takes away all the revenues that he generated for you. Customer Icebergs hide this fact from you.
Poster 5: CIPos000153
What do Customer Icebergs hide? What's Hidden? Loss of source of innovation Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. Customers are the primary source of innovation for a company. No customer, no innovation. Customer Icebergs hide this fact from you.
Poster 6: CIPos000154
What do Customer Icebergs hide? What's Hidden? Loss of the most effective and loyal employee Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. Customers are in reality your employees, as they work for you in sales, advertising, R&D and even in operations. So when you lose a customer, you lose no-cost-to-the-company employee. Customer Icebergs hide this fact from you.