Do bad experiences have more impact than good experiences?

💥 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 🙉