For years, the correlation between customer experience and  revenue growth inspired organizations to hold the customer  at the center of every decision.  Now, economic considerations are forcing cuts throughout  enterprises, driving friction between customers and brands  across channels—in the form of price increases, quality cuts,  illogical subscriptions, and poor customer service.  Customers are noticing, and some feel hard done by.  The key question: How do brands keep their product in the  basket in the long term?