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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...

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....

Mark Slatin
1 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...

Mark Slatin
2 min read


Proving the ROI of CX is Meaningless
Showing the value of the change is important, but it’s worthless without this one thing. Having the data to support change is useless if...

Mark Slatin
2 min read


One Minute, One Bite
“Sometimes you will not know the value of a moment until it becomes a memory.” -Dr. Seuss Mom made it to 86. In many ways, she has...

Mark Slatin
2 min read


What gets measured gets managed
You never know what the LinkedIn algorithm will like or dislike. Evidently, it liked a post I wrote that was part of a 5 post series on...

Mark Slatin
1 min read


A Five Step Model to Earn Customer Loyalty with Mark Slatin
Have you ever had the tables turned on you? I’ve been fortunate to have interviewed some of the legends in customer experience on The...

Mark Slatin
1 min read


Could Customer Rage be Costing You Business?
“Telling me the things you're gonna do for me I ain't blind and I don't like what I think I see” - Taking it to the Streets, The Doobie...

Mark Slatin
2 min read


What Took Me Four Years to Discover as a CX Leader?
"Every failure is a blessing in disguise provided it teaches some needed lesson one could not have learned without it. Most so -called...

Mark Slatin
2 min read


5 Steps to Earning Referrals
You know that feeling you get when you had such a good experience you can't wait to tell your friends? Maybe it's your favorite...

Mark Slatin
2 min read
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