178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman
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178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman
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Your customer says they’re “satisfied.”
So why didn’t they come back?
Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).
She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that’s not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it’s missing—and what to measure instead.
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