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Guilt Tipping & The Customer Experience
Manage episode 407913466 series 3330684
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On this topic, The Two Marketeers cannot remain silent any longer! That's right; the world has reached a 'tipping point' where tip culture is spiralling out of control. Across North America, no matter what businesses you patronize, you'll likely be prompted to offer a tip. However, the rapidly changing tipping culture raises questions about its fairness and effectiveness.
As Forbes states, "A recent survey by Bankrate found that roughly 66% of Americans have a negative view of tipping. Around 30% of respondents think that tipping culture is "out of control," with more companies encouraging customers to tip at their counters than ever before. Patrons find the pre-entered tip screens aggravating (32%) and think businesses should pay their employees more rather than rely on gratuity (41%)."
Sean and Lindsay, co-hosts of The Two Marketeers Podcast, are taking a step back and putting their personal opinions aside in this episode (ya, right!) to examine tip culture from a brand experience design perspective. They candidly discuss consumer sentiment around tipping and the desired consumer takeaway from the experience, especially in the 'moment of truth'—the last mile of the consumer journey.
Listen and weigh in on Linkedin, Marketeers. This is going to be a fun one!
For reference:
Forbes, "Tipflation: Americans Think Tipping Culture Is ‘Out Of Control’ And Workers Should Be Paid More"
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