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weve all grown up hearing that first impressions matter stay tuned to learn why in business it matters even more [Music] hi Shep Hyken your customer service and experience expert and today Im gonna talk about why its so important to make a great first impression now heres a sobering statistic ing to the 5/9 customer index 2017 report seventy-seven percent of customers in the b2c space thats business a consumer will not do business with you again if you give them a bad customer service experience the first time they do business with you now this is huge what that means is that more than three-quarters of your customers will not give you a second chance if you dont give them the customer experience they expect the first time around now while the survey is focused on retailing consumers dont be fooled into thinking someone in the b2b space thats business-to-business is exempt the numbers are different but the concept is valid for any business in any industry our customers are smar
