Stay up to date on all the latest news from Boston.com The post I had a bad customer service experience where confidential information of another person was shared. Should I share my experience ...

After hours on hold, I was told everything was sorted and I’d receive a follow-up email within 24 hours. Days passed and nothing happened.

Yet, poor customer experience drives brand switching—typically a key reason for three quarters of lost customers. And most customers who suffer a bad customer experience spread negative word-of-mouth.