Most businesses are not designed on big enough margins to sustain this kind of a hit – yet they risk it every day because they believe in their product or service more than their customers’ experience.
And if you are a leader, the other side to think about is the 25% of the customers your competitors will be losing due to their unimpressive customer experience. Who is going to pick up all these customers that are defecting – you and your company!
You can now put your company in a position to take over all these defecting customers, show them what an incredible experience looks like for them, and bring them into your customer base where you can treat them to something incredible.
As a leader, you can increase your risk by ignoring the research – which might cost you up to 25% of your customers because of the experience issues that might occur in your company. Or you can take a leadership role in your industry and be the safe haven for all these unhappy customers and bring them into your business and treat them royally. Both sides of this equation are happening right now – it’s up to you to decide which side of the 25% you want to be on today and into the future.