Is your Customer Experience happening by DEFAULT or DESIGN?
FACT: 80% of CEO's say they deliver "superior" customer service, yet only 8% of their customers agree. FACT: Only 4% of unhappy consumers actually complain about their negative experiences. That means 96% will not complain, they just leave and don't return! Leaving you to believe that you only have a small percentage of unhappy customers. FACT: For every customer