The Current State of Consumer Experience

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Consumer behavior is constantly changing, but there have been significant shifts in the last few years that require companies to rethink their thinking and pay attention greece consumer mobile number list to what really matters to consumers right now.

We can observe this change in several key ways:


You probably don’t need to be told that times are tough. Both luxuries and necessities are more expensive than ever, and money is becoming scarcer. In fact, consumers are 1.3% less likely to spend more this year.

But all is not lost. Our research shows that shoppers will spend money if they get the right experience.

Of course, the opposite is also true. Just over half of our respondents believe that a bad experience will lead to a reduction in spending. It’s no surprise that brands are starting to notice and are making efforts to improve their performance — after all, consumers reported fewer bad experiences compared to last year.

This relationship plays out in interesting ways. For example, because “want-to-have” brands have to compete so hard for consumers’ discretionary spending, consumers have fewer negative experiences with them than with “must-have” brands, such as banks, internet providers, and utilities.

And that raises expectations for everyone – including essential industries that are no longer as immune to the impact of poor customer experiences. These industries face fierce competition in their sectors and need to up their game to compete; our research shows that poor customer experience (CE) can cost them up to 7% of sales.