Infographic: Online Retailers’ $44 Billion Customer Experience Problem
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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.
