top of page
Blog
Mark Slatin
2 min read
Global Outage - The High Cost of Broken Trust
I’m sorry if you are traveling this week. Apparently, the latest Microsoft update was a “downdate”(my word). Company A updated software...
3 views0 comments
Mark Slatin
1 min read
MSU collaborates The FPT School of Business to bring CXM to Vietnam
Late, late Saturday night, I had a unique opportunity to join a group of Michigan State University professors who collaborated with The...
2 views0 comments
Mark Slatin
2 min read
Executive Buy-In and "The Decision Sandwich"
What was the number #1 challenge of CX leaders according to a poll I conducted just prior to speaking at the CXPA Leaders Advance...
6 views0 comments
Mark Slatin
1 min read
Lessons in Leadership from Wolves
Last month, I had the opportunity to visit the Seacrest Wolf Preserve in Chipley, Florida. It’s one of only five preserves that provide...
3 views0 comments
Mark Slatin
2 min read
The Trust Survey Results are In...But are They Accurate?
The Survey Results are In! Last week, I asked the question, 'Which of the four variables do you believe has the biggest impact on your...
7 views0 comments
Mark Slatin
2 min read
What's More Important Than the ROI of CX?
If you are a CX practitioner, you have heard a constant drumbeat of the importance of proving the return on investment (ROI) of CX....
18 views0 comments
Mark Slatin
1 min read
The Truth About Customer Satisfaction and CX
The ACSI, which tracks global and sector customer satisfaction, reported the largest uptick in satisfaction in 20 years last quarter. But...
4 views0 comments
Mark Slatin
1 min read
What’s in the Center of the Customer Loyalty Flywheel?
“It's not your customer's job to remember you, it’s your job to make sure they don’t have the chance to forget you.” Patricia Fripp Too...
15 views0 comments
Mark Slatin
1 min read
Webinar Announcement: The 4 Keys to Leading Change as a CX Pro
Change is inevitable, but leading change successfully requires a unique set of skills and strategies, especially for CX leaders....
3 views0 comments
Mark Slatin
2 min read
Customer Loyalty is a Misguided Target
I've been a long time fan of improving the customer experience to improve customer loyalty. But, there's a material difference between...
4 views0 comments
bottom of page