May 19, 2026
Most loyalty programs are designed around rewards: points and discounts that give customers a reason to return. That design produces a specific problem. When the incentive expires or another brand matches it, the customer accepts the offer and does not return.
The companies that retain customers year over year treat...
May 5, 2026
Imagine you are enjoying dinner at a high-end restaurant, almost finished with the appetizer, when you notice a long strand of hair mixed into the food. What would you expect the restaurant to do?
Well, this really happened.
In this solo episode of Doing CX Right, host Stacy Sherman shares that experience, plus a second...