Customer experience is a memory. An impression that can stick in the mind for a minute or a lifetime. A positive experience can result in lasting loyalty, endorsement, and evangelism. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship.
PwC reports that 79% of customers rate customer experience as the most important component of the purchasing decision after product quality and price. According to this research, 59% of consumers who love a brand are prepared to forsake it after having a series of poor experiences. The firm also claims that 17% will walk away after only one bad experience. Needless to say, this is concerning for any business.
https://www.forbes.com/sites/chriscancialosi/2019/03/21/how-blending-brand-and-culture-can-impact-the-customer-experience/#2ddb40c31f8c/
Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.
Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.
Culture is based on shared attitudes, beliefs, customs, and written and unwritten rules that have been developed over time and are considered valid. (The Business Dictionary).
http://www.customerexperienceupdate.com/?open-article-id=8165900&article-title=culture-s-impact-on-customer-experience---transforming-the-customer-experience&blog-domain=kristinaevey.com&blog-title=kristina-evey/
