Prevention is better than cure. Yes this is applicable for health as well as for wealth. However it is also applicable in the case of Customer Experience.
Customer can leave you for bad experience. She can do negative Word Of Mouth (WOM) and takes few more customers away. Sales & Marketing efforts and cost will go up to get more new customers. However again they will leave you for negative or not so exciting experience. Every-time your sales team gets you new customers, retention is the job of product design which incl customer experience & after sales team. Let your sales team add more customers rather than replacing old with new ones.
Unless there is a built-in element of superior customer experience throughout the chain - product design, display, delivery, usage and soft skills associated at each of the stage, customer will experience bad and not so good experience. They will go and takes someone with them.
In order to avoid such scenario companies must focus on creating better customer experience while designing the product. Prevent bad experience rather than allowing bad experience to reach customers and damage the brand. reputation.
Prevent bad experiences rather than reacting to bad experiences. Companies can retain customers, gets more by positive WOM , get more referrals. Cost & Pain of treating disease is always more than Cost & Pain of preventive cure. Same rules apply for Customer Experience.
In built better Customer Experience in your product than be sorry.