Insensitive-to-customers

Describes a person, organization, or policy that demonstrates a lack of awareness of, or disregard for, customer needs, feelings, and perspectives. This can manifest in various ways, including poor communication, unhelpful service, indifference to complaints, and a failure to prioritize customer satisfaction. The behavior conveys a lack of empathy, responsiveness, and a general disconnect from the core purpose of serving the customer. Ultimately, the actions reflect a prioritization of internal processes or organizational goals over the customer experience, which can result in decreased customer loyalty and negative brand perception. A lack of customer focus is often detrimental to long-term business success.

Insensitive-to-customers meaning with examples

• The new automated phone system, with its endless menus and impersonal voice prompts, was widely criticized as insensitive to customers. Callers reported frustration and a sense of being unheard. Customers took their business elsewhere due to the difficulty in reaching a human to resolve problems or ask questions about their accounts, which could have improved the experience.
• Despite repeated customer complaints about the slow website loading times, the company's IT department remained insensitive to customers' needs. They prioritized internal system updates over performance improvements, leaving users to experience poor performance and a lack of engagement, driving them away from using the site.
• The sales team's aggressive and pushy sales tactics were perceived as insensitive to customers. Their focus on maximizing short-term sales targets, without addressing the individual client's needs resulted in client dissatisfaction and a poor perception of the company, pushing them to other vendors.
• The company's failure to address a major product defect and its subsequent indifferent response to customer concerns demonstrated that they were insensitive to customers. Instead of issuing a recall or offering proactive support, they stonewalled complaints, damaging their reputation.
• The new policy, that reduced customer service hours, was seen as insensitive to customers. Many customers found themselves unable to access support when needed. The change clearly prioritized internal cost-cutting measures over meeting the needs of their valued clients.