Price ≠ Value: When High Costs Meet Low Standards in the Customer Experience Era
Leadership, in this context, means setting expectations, investing in people, and being present in the moments that matter most. Without that, no price tag can justify the experience.
It’s a paradox of our time: everything feels more expensive, yet true value is increasingly hard to find. We’ve all noticed it—dining out, traveling, even shopping for essentials.
As prices rise, expectations do too, correct?. But while costs soar, customer experience often fails to rise with them. If anything, it’s in decline.
Few days ago, I had the misfortune of experiencing this firsthand during a stay at a 5-star hotel. The brand was premium, the location iconic, and the price tag... predictably high. What followed, however, was an experience riddled with inconsistency, poor communication, and a striking absence of leadership when it mattered most. The incident prompted a deeper reflection: In an age where competitive advantage hinges on experience, why is this field still plagued by such low standards?
