Ever had an app crash just as you were about to make a purchase? You're not alone, and it could cost businesses millions! In our latest podcast episode, we dive deep with Unnati Narang, assistant professor of business administration at Gies Business, into the surprising impact of mobile app failures on retail. Unnati's research with a major retailer revealed that even a two-hour app outage can lead to significant revenue losses, impacting in-store purchases more than online. We explore how app failures disrupt the "search journey" and why understanding customer behavior is crucial for omni-channel success.

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