CX Strategic Knowledge · Ethics & Economics
Cost of Poor Quality — Overview
Economic and ethical accountability are not adjacent to CX. They are CX.
Cost of Poor Quality puts a price on bad experience. Deceptive design and governance put values behind it. Together they reframe customer-centricity as an organization-wide discipline rather than a growth tactic, and ethics as a decision-making system rather than a moral afterthought.
CX work carries two forms of accountability. Economic: every guess, mistake, and failure in products, services, and experiences has a measurable cost. Ethical: every design choice either respects customer autonomy or exploits it. Most organizations track neither with any rigor.
The common mistake is treating customer-centricity as a growth tactic and ethics as a compliance checkbox. Both framings fail. Customer-centricity is a values-driven discipline that spans the whole organization. Ethics is a decision-making system that has to be built into how choices get made, not bolted on after.
Apply this
Reading about cost of poor quality — overview is one thing. Seeing where it applies in your journey is the useful part.