Infographic: Online Retailers’ $44 Billion Customer Experience Problem

via webdesigncool.com Let's not underestimate the power of the echo chamber here. 31% of all customers who have a bad experience will tell at least one other person.  On average, shoppers will tell four other people about their negative experience.  As negative experiences are retold to others, they are often embellished and can become up to five times as damaging as the original story.  64% -- more than half -- of all shoppers will never shop at a store again after hearing a friend's negative experience Via legalmarketing.typepad.com Now that is scary stuff.

Let's not underestimate the power of the echo chamber here.

  • 31% of all customers who have a bad experience will tell at least one other person. 
  • On average, shoppers will tell four other people about their negative experience. 
  • As negative experiences are retold to others, they are often embellished and can become up to five times as damaging as the original story. 
  • 64% -- more than half -- of all shoppers will never shop at a store again after hearing a friend's negative experience

Via legalmarketing.typepad.com

Now that is scary stuff.