How Do You Respond to BANI-Type Customer Change?
🧱Brittleness
A key customer segment is starting to erode
As a provider: How do you monitor brittleness in a segment – and respond in time?
As a customer: What signals tell you that the value of a service is no longer what it was?
💢Anxiousness
Hesitation blocks renewal
As a provider: Does uncertainty prevent you from offering something that could help now?
As a customer: Do you feel guilt or doubt about whether your choice was right – even if the product seems good?
🌀Nonlinearity
Small event, big impact
As a provider: How do you prepare for small issues having disproportionately large effects?
As a customer: Have you changed your view of a service based on a single small experience?
🧩Incomprehensibility
The customer logic doesn't make sense
As a provider: What do you do when customer behavior feels illogical or inexplicable?
As a customer: Have you abandoned a service even though it seemed good – and you couldn’t explain why?