As a consumer I value a good shopping experience. Each time I am in a store or restaurant, my experience has an impact on my next visit. Sometimes, if I leave with a negative feeling, I won’t come back. If the experience in the store is so bad, I will leave without making a purchase. I have left checkout lines due to an excessive wait. The same is true for shopping online. If your shopping cart takes forever, if the preview images are low-res, if the shipping cost is not clearly stated, or other examples, I will abandon my cart.

A good experience can have a huge impact for a business. I recently purchased a new laptop bag for my Apple MacBook from Booq and the order was supposedly delivered by Fed-Ex, but was no where to be found. My wife made a call to Booq on a Sunday, got a voicemail, left her info and also sent an email. The next day she called and the customer service rep already stated that he got the message and was sending another bag to us overnight. We got the bag the next day. Of course, the original order showed up two days later. We got an email with a Fed-Ex label attached and directions to the closest drop-box.