Survey: Poor customer experiences can cost retailers billions 
More than 80% of consumers that experience a problem during a shopping trip will not contact the retailer about it and of those consumers, 32% said they would not recommend that retailer because of the experience, according to a new survey from LoyaltyOne and Verde Group that also found 11% of grocers' potential revenue could be at risk due to poor customer experiences. "The results are a resounding confirmation that poor customer experiences have a considerable negative impact on shopper spend and attrition which can run into the billions," said Dennis Armbruster, consulting vice president and managing partner for LoyaltyOne