In a competitive marketplace, delivering a poor customer experience can have far-reaching consequences. While obvious impacts like lost sales are concerning, the hidden costs are what often catch businesses off guard.
Unhappy customers are more likely to share their experiences online, amplifying the negative perception of your brand. According to a study by ABC Research, 88% of consumers are influenced by online reviews when making purchasing decisions. A single negative interaction can deter dozens of potential customers.
Additionally, retaining dissatisfied customers often costs more than acquiring new ones. Companies end up spending extra resources on damage control, refunds, or appeasements—resources that could have been avoided with better initial service.
Investing in excellent customer experiences isn’t just about delighting your customers—it’s about safeguarding your brand, building trust, and ensuring long-term success.
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