79. The State of the Customer 2026: 3 findings that will change your approach

Most online business owners believe they're creating a great customer experience. But are they measuring it?

In this episode, I'm giving you an exclusive sneak peek inside the brand-new State of the Customer Report 2026 sharing three of the biggest gaps emerging across the online business industry.

From confidence without evidence, to loyalty programmes that never get off the ground, to the growing importance of transparency in an AI-powered world, these findings reveal where businesses think they're succeeding... and where customers are experiencing something very different.

If you've ever wondered whether your customer experience has blind spots, this episode is for you.

What we cover:

• Why confidence doesn't always equal customer success
• The surprising percentage of businesses tracking absolutely nothing
• Why loyalty programmes remain more idea than reality
• The buying factor customers ranked above bonuses and urgency
• How AI is widening the gap between polished marketing and genuine trust
• Why measuring customer experience matters more than ever

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here!

Find out how you can get my strategic customer experience brain on your brand here .

Check out my favourite CX tools and resources here.

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