CUSTOMER EXPERIENCE GETS WORSE. AGAIN

Summary from the TLDR Marketing newsletter

Customer experience in the U.S. has declined for the third consecutive year, reaching its lowest average score of 69.3 out of 100. The decline was influenced by inflation, shrinkflation, and ineffective customer-service chatbots. Consumers feel they are not getting value for the higher prices they are paying despite pandemic-era issues like shipping delays and understaffing being resolved. Companies that hastily implemented AI chatbots have worsened the situation.