What a waste!
When a business is trying to cut costs the usual suspects to cut are areas such as inventory, headcount, advertising, etc. While cuts in these areas do help to lower costs there is another overlooked area that many forget about - customer experience. A poor customer experience can be costly but is possible to fix.
"This waste loses incremental sales, deters repeat purchases or weakens the sense of emotional loyalty, while simultaneously adding extra operational costs."
I read a wonderful article on MyCustomer.com about the cost of poor customer experience. It had never crossed my mind to look at this as a "cost" and something that could be cut. Read it for yourself, "Cutting Costs With The Multichannel Customer Experience".
-Brianna