19. Why Customer Experience Is The Only Differentiator Left w/ David Cancel

Whatever job you do, whatever industry you’re in, people are going to tell stories about their experiences with you.

It’s been said for a long time that customers that have a negative experience with a business are two to three times more likely to leave a review of that business than customers that have a good one.

A couple more stats that prove how important good customer experience is:

• 88 percent of people trust online reviews as much as they trust their best friends’ recommendations.
• 80 percent of people choose to go elsewhere if they read bad reviews of your business online.

Needless to say, if your customers aren’t telling positive stories about you, it’s impacting you. Whether you know it or not.