It’s common sense, of course - every single interaction your customers have with your company will influence their opinion of you, and in turn will influence your brand positively or negatively. That overall experience will guide the customer’s decision to return to you and it will improve the likelihood of them providing referrals that will lead to even more business for your company.
http://entrepreneur.com/article/344351/
Shaun Buck states that virtually all businesses operate without considering how the process will be for their customers but rather how efficient it will be for themselves or their team. Meanwhile everyone says that their customers are a priority. So, 'when will their actions match the redirect?' and 'what changes will they make today to improve the customer experience?'
https://www.entrepreneur.com/article/305876/
