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September 25th, 2023

New York, NY – In today’s cutthroat corporate landscape, where unintentional missteps have become a daily reality, Radical Customer Experience™ (“RCX”), the industry leader in customer-centric strategies and solutions, proudly introduces the Cancel Culture Check-Up™ and Brand Sensitivity Score™. “We’re excited to launch this game-changing platform,” said Kat Kennan, CEO of RCX. “Exceptional, empathic, and culturally-aware customer experiences are no longer optional; they are imperative.”

The Cancel Culture Check-Up and Brand Sensitivity Score provide a comprehensive, psychometric-based solution, offering profound insights into customer sentiment, emotions, and experiences. RCX’s cutting-edge methodologies and cultural insights empower organizations of all sizes to deepen their understanding of customers, foster meaningful improvements, and cultivate enduring loyalty.

Kennan emphasized the limitations of existing scoring mechanisms, stating, “Imagine assessing a complex relationship with a single-word answer; it’s like gauging a forest’s health by counting a few leaves—ineffective and imprecise.” The Cancel Culture Check-Up fills this gap by delivering actionable insights across the customer journey, from pre-sales interactions to post-purchase support, capturing nuanced sentiment for transformative change.

Traditionally, brand safety focused on avoiding extremist or inappropriate content in advertising, but what about the emotional safety of consumers? An ill-timed Mother’s Day promo email to someone grieving a loss can damage brand relationships as much as offensive content. 81% of consumers agree, yet little has been done about it.

This thinking underpins RCX’s innovative approach, aimed at making brands more sensitive to consumers’ lives, ultimately enhancing loyalty and retention. To achieve this, RCX introduces the Brand Sensitivity Score, a proprietary metric that gauges brand responsiveness to consumer experiences.

RCX’s proprietary research uncovered alarming statistics:

  • 83% of consumers believe brands rarely address negative customer interactions.
  • 77% of consumers feel betrayed, dissatisfied, irritated, or untrusting after such interactions.
  • Nearly 50% of respondents have encountered marketing campaigns exploiting sensitive issues.

“This research drove our assessment’s development, empowering organizations to shape customer perceptions and drive business growth,” Kennan emphasized. Key benefits of the Brand Sensitivity Score include:

  • Holistic Customer Insights: Gain a comprehensive view of customer experiences.
  • Actionable Data: Access tangible recommendations for transformative improvements.
  • Competitive Advantage: Stand out by delivering radical customer experiences.
  • Customer Loyalty: Foster long-term loyalty through personalized interactions.
  • Continuous Improvement: Create a culture of adaptation to evolving customer needs.

To learn more about RCX’s Radical Human Intelligence platform, the Cancel Culture Check-Up, and Brand Sensitivity Score, visit

About Radical Customer Experience

Radical Customer Experience™️ (“RCX”) helps brands speak up, speak out, and create radically different customer experiences. RCX is a leading authority in customer-centric strategies and solutions, on a mission to empower organizations through its innovative methodologies, expert guidance, and transformative solutions to drive business growth and customer loyalty.

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