“70% of the buying experiences are based on how the customer feels they are being treated.”

According to a study by McKinsey, “70% of the buying experiences are based on how the customer feels they are being treated.” In other words, 70% of the business has something to do with how you make your customers feel. We are indisputably in an experience economy. There is enough evidence to support that happy customers do translate into real revenue gains for both products and service companies (see figures 1 and 2).

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