Penny-pinching ends up costing more in long run.

According to a study of 10,000 consumers in Great Britain, many businesses are risking up to£ 11bn in lost revenue because they provide such low levels of customer service. The research has been carried out in more than 30 different sectors by the Customer Care Alliance, a consortium of organisations that specialise in customer care measurement and improvement. It found that 81% of consumers have experienced a problem over the past year with product and services. While most complained, only about a tenth were completely satisfied with the response they received, with more than half dissatisfied.