Tushar Chanchani

Why Brands Ignore Customer Experience and Struggle with Growth The Real Problem Most D2C and B2C product brands chase scale and margins. In the rush, they sideline customer experience (CX). This weakens growth, loyalty, and long-term profitability. Why Brands Overlook CX 1. Short-Term Thinking • Sales-first mindset treats CX as optional • Teams lack control over product and brand strategy • Returns, support, and delivery upgrades are seen as cost burdens 2. Poor Incentive Structures • Sales teams focus on numbers, not satisfaction • Retail conflicts distract from serving the end customer • Tight budgets push CX to the bottom of the list 3. Low CX Awareness • No CX leaders or trained staff in-house • Limited use of data for customer understanding • Brands mimic Amazon but ignore what makes them different 4. Scaling Without a Foundation • Growth outpaces support systems • Product quality and service consistency fall • Small teams get overwhelmed managing operations The Cost of Ignoring CX 1. Broken Trust • Poor support and return processes drive dissatisfaction • Bad reviews hurt discovery and reputation • Inconsistent service dilutes brand identity 2. Weak Loyalty • One-size-fits-all experiences reduce repeat purchases • Poor CX leads to high churn • Unhappy customers don’t refer others 3. Misuse of Resources • More ad spend needed to compensate for lost customers • CX gaps increase return rates and support workload • No customer insights = no product improvements 4. Falling Behind Competitors • CX-driven brands stand out in saturated markets • Customer expectations rise, especially post-Amazon • No CX feedback loop = slow to adapt or improve How to Fix It That’s where XLNT Consultants comes in. We help D2C & B2C brands like yours: 1. Use Data Smarter Turn customer insights into real-time engagement Personalize messaging and recommendations 2. Optimize Core Operations Fix delivery and return bottlenecks with top-tier 3PLs Implement systems that connect inventory, support, and CX tools 3. Build a Customer-Centric Brand Refocus your brand narrative around your customer Stay transparent and responsive across all touchpoints What the Numbers Say • 53% prefer D2C for price—but still expect top-tier CX • D2C brands with strong CX see 30% higher share price growth • 58% shop online for convenience—they expect seamless support • 49% say free delivery is non-negotiable—cutting corners hurts Want to grow sustainably?Start by making customer experience your competitive edge. Customer Experience Impact on Brand Growth Overlooking CX Brands neglect customer experience in pursuit of growth Poor Incentives Sales teams focus on numbers, not customer satisfaction Scaling Issues Growth outpaces support systems and quality Low CX Awareness Short-Term Thinking CX seen as optional due to sales-first mindset Lack of CX knowledge and data use Customer Experience Impact on Growth Short-Term Thinking Focus on immediate sales over long-term CX Low CX Awareness Lack of CX leadership and data use Scaling Issues Poor Incentives Growth outpaces support systems Sales teams prioritize numbers over satisfaction Reasons Brands Ignore Customer Experience Short-Term Thinking Poor Incentive Structures Low CX Awareness Scaling Without a Foundation Sales-first mindset Sales numbers over satisfaction Lack of customer understanding Growth outpacing support Team Impact Lack of control over strategy Retail conflicts distract No CX leaders or trained staff Overwhelmed small teams Financial View Returns seen as cost burdens Tight budgets limit CX Mimicking without understanding Product quality declines Characteristic Focus