Bad customer experience (CX) is a killer, but doing it well can be an incredible (and not necessarily expensive) unlock. Appnovation’s Richard Palmer tells us how brands can make sure they’re on the right side of that divide.
CX is the nexus of digital identity. In a cutthroat age where 86% of consumers are willing to quit even a trusted brand on the back of two poor interactions, basic mistakes that frustrate customers are a gift to rivals. With a potential cost to brands of around 6.5% of revenue, there’s a staggering price for unforced errors.
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Source: The Drum
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