Good food is not the most important attribute for a restaurant. Cleanliness is. It doesn’t matter how great your dishes are – if patrons catch even a glimpse of a roach, they won’t stick around to sample your cooking.
The same principle applies to your company’s digital experience. You may have great products at a great price. But if customers have a bad experience with your digital channels, they won’t buy from you. In fact, studies show that 73-82% of customers abandon intended purchases because of a poor online experience.