Back to Basics CX

Consumers prioritize clear communication and reliable service delivery as the foundation of trust, urging businesses to focus on fundamental CX elements.

Themes

Authenticity and Transparency Reign Supreme , Values-Driven Consumption

Timeframe

immediate

Subcategories

Consumer Behavior Corporate Strategy Customer Experience Market Trends

Impact areas

All industries

Detailed Analysis

Trust is paramount for consumers in 2025. "61% of consumers prioritize trust in the information provided when interacting with companies." This emphasizes the importance of clear, honest, and consistent communication throughout the customer journey. However, the report reveals a disconnect, with communication problems being a leading cause of negative experiences. This suggests that businesses are not effectively meeting this fundamental customer need.

Context Signals

Economic uncertainty reinforces the need for reliable brands Increased customer acquisition cost makes retention crucial Focus on building long-term customer relationships

Edge

Brands that prioritize transparency and proactive communication can build stronger customer relationships and differentiate themselves in a competitive market. Investing in robust communication systems and training can improve service delivery and reduce negative experiences related to miscommunication.

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