“Customer Experience Gets Worse. Again.”
You can use it as a strategic opportunity
I used the title of The Wall Street Journal article for this post.
The media outlet cites Forrester’s study, which analyzed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on the subject.
The average score was 69.3 out of 100, its lowest since Forrester’s CX Index study adopted its current methodology in 2016.
Quote:
“Consumers now are skeptical of the value they believe they are getting from companies in a time of shrinkflation and junk fees, said Pete Jacques, a principal analyst at Forrester.
“Somebody is paying more, but then they’re not seeing the benefit of paying more,” Jacques said. “They’re not getting a better experience that they think should accompany that higher price.”
“Trendy customer-service chatbots fueled by generative artificial intelligence haven’t always helped, he said.”
In tough economic conditions, most companies solve their problems at the consumer’s expense. AI chatbots are a perfect example.
Everybody hates them except CEOs who focus solely on the bottom line.
But if your competitors underdeliver, it may be a good strategic option for you.
What can be a better differentiator than great customer value?
Those who are willing to pay more are waiting for you.
––
Check out my new book, Red and Yellow Strategies: Flip Your Strategic Thinking and Overcome Short-termism, here.
Read also: Sense the world through your customers’ eyes. How to find out what your customers really want
Join my free newsletter for groundbreaking articles on strategic thinking.
