According to a recent Voice of the Customer survey conducted by Ernan Roman Direct Marketing*, relationship strength has 12 times more influence on keeping customers and repeat purchases than product satisfaction does. 

This statistic is a great reminder of what we already know – the relationships that we build can make or break our business.   

*As reported in 6 Tips to Deepen Customer Engagement and Increase Sales, by Joe Keenan of AllAboutROIMag.com.