Let’s be honest: mediocrity in CX isn’t just uninspiring—it’s quietly draining your business. As my colleague Lior Arussy recently highlighted in an article for Fast Company, the real cost of unremarkable customer experience goes far beyond a lost sale or a lukewarm review.

Here’s what’s really at stake:

• 𝗣𝗿𝗼𝗳𝗶𝘁 𝗲𝗿𝗼𝘀𝗶𝗼𝗻: When CX is forgettable, price becomes the only differentiator. Customers start negotiating harder, demanding discounts, and margins take the hit.

• 𝗠𝗶𝘀𝘀𝗲𝗱 𝗴𝗿𝗼𝘄𝘁𝗵: Boring experiences kill cross-sell and upsell opportunities. Why would a customer buy more if the first interaction was just “meh”?

• 𝗖𝗵𝘂𝗿𝗻 𝗮𝗻𝗱 𝗹𝗼𝘀𝘁 𝗹𝗼𝘆𝗮𝗹𝘁𝘆: Unremarkable service accelerates customer churn, forcing you to spend 5-7x more to acquire new customers than to keep existing ones.

• 𝗥𝗲𝗳𝗲𝗿𝗿𝗮𝗹 𝗱𝗿𝗼𝘂𝗴𝗵𝘁: Exceptional experiences create advocates. Mediocrity? It creates silence—or worse, negative word of mouth.

• 𝗥𝗲𝗱𝘂𝗰𝗲𝗱 𝘀𝗵𝗮𝗿𝗲 𝗼𝗳 𝘄𝗮𝗹𝗹𝗲𝘁: Customers spread their business elsewhere when you don’t give them a reason to stay loyal.

As Lior writes, “Delivering unremarkable value to customers is not just an act of taking them for granted—it comes with a heavy price.” The hidden costs of mediocrity are real, and they quietly undermine your growth, profitability, and reputation.

So, why settle for average?

I’ll be sharing more thoughts soon on how to spot mediocrity and break the cycle—because in today’s market, “good enough” is the fastest way to fall behind.

We’d love to help you move beyond “meh” and unlock real business value. Let’s talk!