Customer experience is the perception your customers have towards your business and how you treat them. Positive customer experiences lead to loyal customers; who have been found to be five times more likely to repurchase, five times as likely to forgive you, four times as likely to refer you and seven times as likely to try out your new offering.
http://customerthink.com/how-business-technology-helps-small-businesses-to-deliver-a-better-customer-experience/
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