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The 2017 Forrester report found that customers who had a better experience with a company said they were less likely to go elsewhere and more likely to recommend it.

55% of consumers said that a poor website experience hurts their opinion of the brand overall. The devil is in the detail getting this right: One option is to continually test the whole journey and all the various touch points from a customer’s point of view. This is a win-win opportunity.

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