202. Why "Satisfied" Customers Leave And How To Keep Them | Stacy Sherman

Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them.

In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant.

Stacy shares practical ways to drive real customer loyalty:

• Identify why "nothing went wrong" isn't enough to create memorable experiences
• Ask questions that reveal what customers truly value
• Measure behavior: repurchase, renewal, and referral rates instead of opinion scores
• Redesign onboarding and service touchpoints so customers feel supported, not lost

CSAT isn't useless, but it measures baseline competence, not competitive advantage.

Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty.

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