“I’m already doing it.”
“I’m already doing it.” Read More »
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
“Surveys Are Dead” is Lazy Thinking — Here’s Why That’s a Problem Read More »
The 2025 ACSI report reveals what many QSRs would rather ignore: customer satisfaction is slipping, and efficiency alone won’t fix it. While Chick-fil-A has once again claimed the top spot in customer satisfaction—its 11th consecutive year—legacy brands like KFC, Sonic, Five Guys, and McDonald’s have seen measurable declines. At first glance, these score changes may
Culture Still Beats Kiosks Read More »
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
If Your CX Is Just “Fine,” You’re Already Falling Behind Read More »
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
When “good enough” costs too much Read More »