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Customer experience (CX) is a brand differentiator. By intentionally DOING CX RIGHT, you gain happy customers who continue to buy from your company and tell others. Applying CX best practices results in employee loyalty and advocacy too. Stacy Sherman, award-winning keynote speaker, author, and mentor is on a mission to inspire better human experiences so that REAL connections and satisfaction exist. It's why she's sharing her expertise as well as bringing global leaders and consumers together to provide actionable CX tips to support your success.

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  2. 178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman

178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman

Jun 9, 2025

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.

Learn more at DoingCXRight.com. 

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