It is widely reported that an incredible 97% of consumers will leave a brand based on a negative customer experience. Meanwhile, a recent study by Marketforce revealed that 66% of customers would switch mobile carriers to get better value for their price. Equally, 33% will change wireless carrier to get more flexible plans to fit their needs. Welcome to the digital world where the personalization of everything is the new currency. If a brand fails to listen to its customers or remove frustrating friction points from archaic processes, loyalty will be sacrificed with immediate effect. A criminally overused phrase is…
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