Mengutip analisis Harvard Business Review, ia mengatakan, upaya mencari pelanggan baru membutuhkan biaya antara 6-7 kali lebih mahal daripada menjaga pelanggan yang sudah ada.
Quoting an analysis in Harvard Business Review, he said the effort to recruit new customers needed a cost of 6 to 7 times more expensive than the cost needed to keep existing customers.