💥 Do bad experiences have more impact than good experiences?
That's the question I'm exploring today in the very first episode of 'CX Lessons From Music Legends'. 🎵
I came across a stat that I'd seen 100 times before but this time, it made me stop and think. 🤔
"U.S. companies lose more than $62 billion annually due to poor customer service." 👎
I wanted to dig deeper. ⛏️
I found some more stats from research done by American Express. 🇺🇸
🔴 Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience.
🔴 33% of Americans say they’ll consider switching companies after just a single instance of poor service.
🔴 More than half of Americans have scrapped a planned purchase or transaction because of bad service.
And it made me ponder...Do bad experiences have more impact than good experiences? 🤔
So I investigated this in the best way I know how...through music! 🎵
P.S. Let me know in the comments which is the worst 🙉