Poor customer experience occurs when a business fails to meet the expectations of its customers. This can happen due to long wait times, unhelpful staff, or complicated processes. When customers feel frustrated or ignored, they are less likely to return or recommend the business to others. Additionally, poor customer experience can lead to negative reviews and damage a brand's reputation. Companies like Amazon and Zappos emphasize the importance of customer satisfaction, showing that investing in a positive experience can lead to loyalty and increased sales. Addressing customer concerns promptly is essential for maintaining a good relationship.