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This article is part of the America's Favorite Mom & Pop Shops series. Read more stories
Key Takeaways Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty.
Poor problem resolution, ignoring feedback and failing to adapt to customer needs can lead to significant reputational damage.
Empowerment is an operational necessity. Disempowered employees can have a negative impact on loyalty, retention and customer satisfaction.
Customer experience isn’t a department. It’s a leadership decision.
Every interaction a customer has with your business, from their first inquiry to how you resolve problems, signals what you value. Over time, those signals compound into trust or erosion, loyalty or churn. As companies grow, customer experience failures rarely come from neglect. More often, they come from decisions made in the name of efficiency, scale or cost control.
The challenge for leaders is recognizing these failures early, before they become embedded in culture and systems.
The real cost of poor customer experience
Poor customer experience doesn’t just drive customers away. It weakens businesses from the inside out.
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