Why is customer experience so crucial nowadays? Every set of personal experiences we gather is more and more shared over social medias and web. Imagine how many times, after getting a good experience in a store, you thought "oh this was a great shopping experience, I'll certainly go back". On the other hand, how many times have you thought "oh, the service in that shop was really poor, I would by anywhere but in that shop".
The retention of customers is therefore much related to the customer service that a store, restaurant, gym provides. The better Service you provide, the more loyal customers you will have.