Return on Behavior Magazine
Home for marketing and customer service professionals



Customer Experience

June 8th, 2011

Bad customer experiences are more expensive than you think

costy of bad cem

How much does a bad customer experience cost? The number may surprise you.
I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive.

The survey concluded that online retailers may have lost a whopping $44 billion due to poor online customer experiences. The number is shocking, but not that surprising to me. Online retailers are especially open to people shopping with their customer experience wallets. The next retailer isn’t down the street or across the town. They’re only a click away.

You can read the full article at FastCompany and view the infographic, which I’ve also included here.

 


About the Author

Tim Sanchez

I'm the General Manager at ABIS Consulting Group, a firm that specializes in enterprise software for small and medium sized businesses. We focus on ROI through automation in business processes and continuous improvement.   I blog at deliverbliss.com (@deliverbliss on Twitter), a community site devoted to remarkable customer experiences. You can contact me any time and I'll get back with you ASAP.






 
 

 
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