The full text of his complaint reveals that his servants set off several times, trekking through a war zone in pursuit of restitution, all to no avail. Thousands of years later customers still feel same the frustration. And while a lack of technology contributed to Nanni's never ending quest for resolution, today rectifying customer problems swiftly is critical. In fact, more than 80% of consumers say that getting a problem resolved quickly is the most important factor in a great customer experience. Fail to deliver and your reputation will suffer.