The customer experience impacts us all. When you enter a store the journey begins. Everything from how you find the items you are looking for to the actual purchasing process, every step makes an impression on how you evaluate a business. This reins true in the industrial manufacturing sector as well as the markets are more competitive than ever so any opportunity to remove friction should be capitalized.

In this episode of the EECO Asks Why podcast, Verde Group Founder and CEO Paula Courtney shares when customers make a decision to walk away versus when they will stick around even if the experience isn’t perfect.