Your Golden Asset – Modern CX
Have you noticed that customer service and customer experiences have increasingly gone down the tubes? Yeah, we all have. Today, companies are cutting front-line budgets and making consumers fend for themselves, all in the name of profit – and it’s getting very ugly. Chat bots that need kicked, fed-up front line employees, increased shrinkflation, and too little too late are driving customers away from brands who seemingly don’t care.
Here’s the deal – customers pay for products and services that will solve their problem. They don’t pay to be ran in circles or to work for the business. And when you don’t provide the solution they paid for – you are the problem – and people talk. They’ll talk a lot.
When customers don’t feel valued, they generally speak up in a way that companies can hear, but not always. They might take the time to put some rantings and ratings out on the web however the most potent means of boosting or berating a business is word-of-mouth. And while ratings matter, they can be falsely positive due to bots or paid reviewers. A personal recommendation though, is absolute gold.
More valuable than SEO or ratings, Customer Experience (CX) is the core strategy that determines today’s market survival. Unfortunately for a lot of the C Suite, CX is viewed as a budget item to cut when in reality it’s a deep cut to the bottom line. C’est la vie Mr. Iknowitall.
There’s a super high price to poor service.
Qualtrics XM Institute Global Consumer Trends Report (2025/2026) estimates that poor customer experiences put nearly $3 trillion in global sales at risk annually, with 47% of consumers cutting back or abandoning a brand after a bad experience. In today’s climate, those numbers are quickly growing.
Modern CX directly connects a brand to its three vital organs: its identity, its customers, and its workforce. When done well, it generates long-term customer lifetime value and money in your wallet.
Brand Equity - Easy, engaged customer experiences build trust, while friction-fueled interactions destroy brand value.
Customer Retention - Customers demand things be easy else they’ll shop around. Bye, Felicia. Get rid of the friction and the processes that annoy customers. Use AI to automate repetitive tasks. No one likes your chat bot so stop using it to prevent live connections.
Employee Experience - When customer service reps are given time limits without the right tools, they leave. And turnover is expensive. Equip teams with a 360-degree customer view so results are more constructive. Also, empower staff to do their job without approval chains else it’s later gator.
Following these simple best practices can help you up your CX and revenue performance.
As a customer yourself, you know how you want to be treated. So deliver the same CX you expect, because if you don’t like something, 9.9/10 your customer won’t like it either. And when enough customers are fed up – your pocketbook won’t be happy either. So get connected with your customers.
Patrick Baxter, BaxterBranded.com
