Entitled consumers who measure every company's experience against the best experiences that they receive elsewhere now consider failures of supply chain to be failures of experience.
Entitled consumers expect companies to stand behind their products and services.
NPS is the equivalent of the apocryphal party boor who realizes they’re talking too much about themselves and blurts out “enough about me, what do YOU think of me?”
Why do companies struggle to meet customer expectations? Most of the time, it's because they make no real effort to understand them.
Somebody allowed an inadvertent act of hostility to enter the equation and now a once loyal, frequent, and happy customer is shopping for alternatives.
While marketers have spent years focused on understanding the customer journey and thinking about customer experience across the enterprise, power long-ago shifted to consumers.
Today marks the first in a regular series that Dave Frankland will be writing for TheCustomer. Dave literally wrote the book on the entitled consumer. His work has appeared in the New York Times, The Economist, CNN’s Situation Room and Ad Age.