CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook скачать в хорошем качестве

CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman sits down with Miika Mäkitalo, CEO of ‪@HappyOrNotcom‬, the company behind those little feedback buttons seen in more than 135 countries. Together, they explore what millions of quick taps reveal about how customers really feel and what most companies miss after collecting the data. What if the frustration at a self-checkout, an empty shelf, or a dirty bathroom was worth millions in lost loyalty? What if the real problem isn’t feedback fatigue, but leadership inaction? And what happens when teams are rewarded for listening instead of guessing? It’s a conversation that might change the way you think about every small moment a customer decides whether to come back or walk away. Show Topics with Timestamps [00:01:13] Understanding what “Doing CX Right” really means: measuring, analyzing, and acting on feedback [00:04:27] Why customer satisfaction alone doesn’t equal loyalty [00:07:02] Common reasons feedback programs fail inside organizations [00:10:45] How survey fatigue distorts results and what to do instead [00:14:56] Using real-time feedback to uncover customer frustrations [00:18:20] Connecting CX metrics to company performance and accountability [00:23:12] The role of leadership in creating a feedback-driven culture [00:26:48] Balancing AI with human care in customer interactions [00:30:35] Translating data into daily action for employees [00:34:58] Leadership advice: Be bold, trust yourself, and act with courage Actionable Takeaways 1) Connect CX Metrics to Employee Bonuses to Drive Accountability. 2) Adopt a "Measure, Analyze, and Act" Framework to Generate Results. 3) Analyze CX Data at the Location Level to Pinpoint Growth Opportunities. 4) Act Quickly on Customer Feedback to Prevent Revenue Loss. 5) Make Feedback Collection Frictionless to Increase Response Rates. 6) Monitor Environmental Factors like Cleanliness as a Revenue Metric. 7) Integrate AI to Make Better Business Decisions from Your CX Data. 8) Build a Performance Matrix Comparing CX Scores with Financial KPIs. 9) Evaluate New Technology Based on Its Impact on the Customer Journey. 10) Adopt a Service-Oriented Leadership Approach to Empower Your Team. #DoingCXRight #Podcast #CustomerExperience #CustomerService #EmployeeExperience #Leadership #BusinessTips #CustomerLoyalty #CustomerFeedback #VoiceOfCustomer #CXStrategy #DataDrivenGrowth #AIinCX ABOUT DOING CX RIGHT: Hosted by award-winning thought leader Stacy Sherman, the Doing CX Right Podcast helps businesses and professionals master customer experience strategies to drive revenue, reduce costs, and achieve lasting competitive advantage. Featuring top executives from the world’s largest companies, each episode delivers actionable insights for leaders at all levels. Ranked in the top 2.5% of global podcasts, Doing CX Right is known for its engaging interviews, fresh perspectives, and Stacy’s unique ability to bring out the best in her guests. ABOUT STACY SHERMAN: A professional speaker, advisor, and founder of Doing CX Right® consultancy, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping, Customer Experience and UX, she provides a proven, research-backed framework that drives real business impact. A trusted, award-winning CX leader, Stacy is recognized as a Top Global CX Guru and ICMI Top 25 Influencer (2021-2025). She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences. Links: Website: https://doingcxright.com/ LinkedIn:   / stacysherman   X (Twitter):   / stacysherman   Doing CX Right Podcast: https://doingcxright.com/podcasts