Customer Feedback Is the Growth Strategy Leaders Overlook: Miika Mäkitalo on Doing CX Right Podcast
A recent episode of the Doing CX Right podcast features a thoughtful conversation between Stacy Sherman and Miika Mäkitalo, our CEO. Together they explore the power of real-time customer feedback and its critical role in driving loyalty, revenue growth, and operational excellence.
Drawing on his expertise in leading HappyOrNot’s mission worldwide, Miika reveals how real-time, frictionless customer feedback enables organisations to uncover hidden revenue opportunities and foster a culture where frontline staff and leadership act swiftly on data-driven insights.
🎧 Episode Highlights:
- Doing CX right: Miika outlines a clear framework for customer experience success – measure, analyse, and act. Collecting data alone is not enough; businesses must listen actively and respond promptly to drive meaningful results.
- Beyond satisfaction: Customer satisfaction isn’t loyalty. Emotional highs and consistent positive experiences combine to build true commitment, not just a “fine” or “average” rating.
- Overcoming survey fatigue: HappyOrNot’s smiley buttons and frictionless feedback tools make it easy and quick for customers to share their views, increasing response rates and capturing a broader picture of customer sentiment.
- Pinpointing frustrations: Key issues include pricing transparency, self-checkout challenges, and product availability. Addressing these swiftly can prevent lost sales and improve trust.
- Data-driven leadership: Tying CX metrics directly to employee bonuses and operational goals helps foster a culture of accountability and continuous improvement.
- Balancing AI and human care: AI enhances data insights and decision-making, but human empathy and frontline coaching remain vital for excellent customer experiences.
- Leadership wisdom: Miika advises leaders to see their role as serving their teams, being bold in decision-making, and driving CX improvements through courageous action.
Listen to the podcast episode on Doing CX Right for more expert insights from our CEO.
Also found via Spotify / Apple Podcast / YouTube