The customer experience

It’s important to create a positive experience for customers every step of the way. If a person has a couple of bad encounters with a business, they are likely to leave them behind. In fact, it’s reported in the U.S., that if they’ve had a few of these negative experiences, then 59% are likely to leave even if they’ve previously been a fan of your business. After just one negative situation, 17% of U.S. consumers may leave. (Source: PwC)

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