Customers are digital, unpredictable and easy to lose. At least 32% of customers stop doing business with a brand they love after only one bad experience (PwC). This speaks to how easy it is for a brand to slip when it comes to delighting the consumer.

Consumers have broad criteria for evaluating customer experience (CX) and choosing relationships. Granted, low prices are great, but 77% of customers, especially Gen Z, are choosing businesses that share their values (Havas). They want your company to care about the environmental impact of making, delivering, using and discarding a product. They want your company’s support for communities the customer cares about.