“I’m already doing it.”
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ImprintCX
“Surveys Are Dead” is Lazy Thinking — Here’s Why That’s a Problem
You’ve probably seen the posts: “Surveys are dead.” “Nobody wants to answer surveys anymore.” “AI is the new voice of the customer.” Bold claims. Big likes. And mostly… nonsense. Let’s Be Clear. Surveys aren’t dead. Bad surveys are dead. Lazy surveys. Bloated surveys. Generic, transactional, “check-the-box” surveys that were never built to provide insight in
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If Your CX Is Just “Fine,” You’re Already Falling Behind
Let’s be honest: if your customer experience is just “fine,” you’re already in trouble. In a market saturated with options and shaped by rising expectations, mediocrity isn’t neutral—it’s a business risk. Forgettable experiences quietly drain profitability, loyalty, and growth. Yet many organizations cling to them. Not intentionally, but unknowingly. It’s time to change that. The
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When “good enough” costs too much
Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The
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Can Customers Trust a Brand If Employees Don’t Trust Leadership?
What if your next customer loss has nothing to do with price, product, or marketing—but everything to do with your internal culture? In today’s experience-driven economy, trust is the foundation of brand loyalty. Customers today aren’t simply making purchases—they’re choosing brands that deliver consistent, valuable, outcome-driven, and effortless experiences. But what if that relationship is
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