How Does Customer Experience Affect Marketing Results?

If you're not visible at the moment of need, nothing else on this list gets a turn.

This is the only stage most businesses treat as marketing. It's one of nine.

The gap between what the site promises and what the business delivers is where reviews come from.

Over-promise here and you've bought yourself a one star problem.

Missed calls, long holds, and a voicemail box nobody checks.

In many local businesses this is the largest unmeasured loss in the whole operation.

Every extra step costs you people who were ready to buy.

If booking requires a conversation, you've limited yourself to business hours.

Parking, the door, the first thirty seconds. Whether anyone acknowledges them.

This is the moment expectations get confirmed or broken.

Perceived wait matters more than actual wait. Tell people how long, and give them something to do.

Unmanaged waiting produces more complaints than slow service does.

Customers will forgive an average visit more readily than an unpredictable one, so consistency matters.

Write down the three things every customer should get every time.

Slow, awkward payment at the exact moment someone is happiest to pay you.

Fix this and you fix the last thing they remember.

Most businesses never contact a customer again unless they want something.

One useful message after the visit does more for retentioni than a loyalty program nobody signs up for.