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From the BCI:

Most companies run customer surveys and look at repeat business to demonstrate satisfaction, but the vast majority of companies are now digitally transformed (or at least on the transformation path) and use technology to make things easier, faster, and more flexible. All of which is great and essential in today’s world, but in doing so have inadvertently made it easier for customers to leave.

But as long as we continue to keep our promises to our customers then why would they leave?

Holding that thought for a moment – what has happened out there to us as consumers – both individually and in business? We have come to expect almost instant gratification of our needs. No matter what your business, technology has enabled it to be searched, ordered, and delivered with greater ease, flexibility, and speed.

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