Your Customers Are Getting Nervous About the Economy—Here’s What You Can Do About It
Help When It Matters Most: Your Recession-Ready CX Plan
Let’s face it—your customers are feeling the pinch. Even if the headlines aren't screaming "recession" (yet), people are acting like one is coming. Prices are up, policy changes are in the air, and everyday spending feels a little riskier.
You don’t need the Fed to announce a downturn to know your customers are anxious. You can hear it in their voices, see it in their buying habits, and feel it in the hesitation at checkout.
Waiting for a downturn to be declared is too late.
Recession-readiness isn’t about panic—it’s about preparation.
The good news? You don’t need to panic. You just need a plan.
Why Customer Experience Is Your Secret Weapon
Great companies don’t abandon their customers in hard times—they double down on helping them. And that help doesn’t go unnoticed.
Keeping a customer is 5x cheaper than finding a new one.
Boosting customer retention by just 5% can increase profits by up to 75%.
In a tight economy, these numbers matter more than ever.
Early Signs of Trouble You Shouldn’t Ignore
Recessions aren’t rare. The U.S. has had 34 since 1857. The signals are familiar if you know where to look:
Big purchases slow down: Customers buy coffee but delay buying furniture.
Decision-making drags: Quick buys turn into research projects.
Bargain-hunting spikes: Searches for "cheap," "discount," and "compare prices" go way up.
Customer service questions change: More questions about returns, pauses, and payment plans.
Monthly services get axed first: Gym, streaming, and phone plan cancellations climb.
The Real-World Clues Right in Front of You
What to Watch Right Now
Forget the economic reports for a second. Just observe:
Your team: Front-line staff hear the worry first. Listen to them.
Your store: Fewer cars? Smaller carts? People skipping dessert? It’s a signal.
Your data: Online behavior shows hesitation—price filters, cart abandonment, review deep-dives.
Your churn: Subscription cancellations are recession smoke signals.
What Winners Do Differently
The companies that do well during recessions don't make dramatic changes. They prepare ahead of time and really focus on helping customers.
They talk honestly. Companies that admitted times were tough did better than those that pretended everything was fine.
They take care of their workers. Happy employees give better customer service. Companies that fired lots of people gave worse service.
They keep investing in technology. Companies that upgraded their customer service tools during recessions bounced back faster.
Companies That Got It Right
Hyundai, 2008: Instead of offering just cash-back, Hyundai told customers: "If you lose your job, we’ll take the car back." Sales jumped 14% while competitors nosedived.
Target, 2020: Already set up for curbside and delivery, Target met pandemic demand instantly. Result? 700% growth in curbside pickup and $5B in new market share.
Your Three-Step Recession-Ready CX Plan
Step 1: Spot the Early Signs
Track customer hesitation and behavior shifts.
Prep flexible options like payment plans and easy returns.
Draft caring messages now, not later.
Step 2: Act Fast
Show the value you bring beyond price.
Make buying easier and less stressful.
Boost your support capacity—questions will surge.
Step 3: Play the Long Game
Focus on keeping existing customers.
Offer budget-friendly versions of your products.
Stay consistent, stay human, and stay visible.
Final Thought: Be the Brand They Can Count On
When money’s tight, people don’t want perfect—they want dependable. The brands that show up, stay steady, and treat people like people? Those are the ones that earn loyalty that lasts well beyond the crisis.
The time to get ready is now. Your customers are counting on it.
Ready to turn insight into action? Here’s what to do next.👇👇👇👇
Fast-Track Your CX Influence Starting Today
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Action Steps You Can Take Right Now
These aren't just recession hacks. They're loyalty builders. Do them right, and your customers won’t just stay—they’ll remember who showed up when it counted.
Quick Wins
Highlight your budget buys: Smart bundles, value packs, and "everyday low prices" that don’t look or feel cheap.
Train your front line like economic first responders: Teach them to recognize stress and respond with empathy.
Level up your loyalty program: Go beyond points. Make the benefits clear, tangible, and timely.
Personalize promotions: Blanket discounts are lazy. Use data to offer deals that actually matter to each customer.
Strategic Plays
Audit your digital journey: Shop your site like you're on a tight budget. Can you find value fast? Is checkout seamless?
Create a real feedback loop: Weekly reviews on churn, sentiment, and success stories—and act on what you learn.
Rework payment options: Partner with finance to offer "pause," "pay later," or lower-tier plans to reduce churn.
Be radically transparent: Explain pricing, showcase product value, and build certainty in uncertain times.
Show your human side: Highlight employees, support causes, and share behind-the-scenes stories. Trust grows from authenticity.
Next week
The CX Professional's Guide to Recession-Proofing Your Career (And Your Company). Make yourself essential, not expendable.
What Successful CX Leaders Do on Sundays
DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. Dive into the latest edition now!
👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.
Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. Can’t wait to hear from you!
— Mark
www.marklevy.co
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Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.
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