Customer-averse

Customer-averse describes a person, business, or system that demonstrates an unwillingness or reluctance to interact with or prioritize customers. This can manifest as poor customer service, a lack of responsiveness to customer needs or complaints, a focus on internal processes over customer satisfaction, or policies that actively discourage customer engagement. It indicates a failure to recognize or value the importance of the customer relationship for long-term success and profitability. customer-averse entities often prioritize cost-cutting or operational efficiency at the expense of positive customer experiences.

Customer-averse meaning with examples

• The new airline's customer service was notoriously customer-averse. Passengers frequently faced long hold times, unhelpful representatives, and a rigid adherence to policies, regardless of individual circumstances. This led to widespread dissatisfaction and negative reviews, impacting the airline's brand reputation and leading to a decline in bookings. Their customer-averse approach ultimately proved detrimental to their business.
• The automated phone system of the tech company was designed in a customer-averse manner. It was difficult to navigate, provided limited options, and often routed callers to dead ends or unrelated departments. This left customers frustrated and unable to resolve their issues quickly, leading many to abandon the company's services for those of competitors with friendlier customer service.
• The online retailer’s return policy was clearly customer-averse. Customers were burdened with complicated processes, strict deadlines, and hefty restocking fees, making returns a discouraging and often unfeasible option. This resulted in customer resentment and a reluctance to make future purchases. The strategy prioritized protecting their margins over fostering goodwill with clients.
• The bank's approach to handling customer complaints was customer-averse. Complaints were ignored, delayed, or brushed aside with generic responses. Employees lacked the authority or training to resolve issues effectively, leaving clients feeling unheard and undervalued. As a result, the bank lost significant customer loyalty and faced reputational damage in the local community.