No matter your role or your industry, people are going to tell stories about their experiences with you. It's been said for a long time that customers who have a negative experience with a business are two to three times more likely to leave a review of that business than customers who have a positive experience. A couple more stats that prove how important good customer experience is: 88 percent of people trust online reviews as much as they trust their best friends' recommendations 80 percent of people choose to go elsewhere if they read bad online reviews of a business Needless to say, if your customers aren't telling positive stories about you, it's impacting you. Whether you know it or not. On a recent episode of The Customer Experience Podcast, I enjoyed the opportunity of talking with David Cancel, CEO and founder of Drift. Drift is changing the game when it comes to conversational marketing, personalization, and improved customer experience. To David, customer experience is "the most important thing." In his own words, he's obsessed about it. Because technology continues to lower barriers and increase competition, CX is the only differentiator we have left. And it involves ...