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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. 197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo

197. CEO Who Proves Customer Feedback Is the Growth Strategy Leaders Overlook | Miika Mäkitalo

Nov 3, 2025

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results?

In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around the world. Together, they explore what millions of quick taps reveal about how customers really feel and what most companies miss after collecting the data.

What if the frustration at a self-checkout, an empty shelf, or a dirty bathroom was worth millions in lost loyalty?
What if the real problem isn’t feedback fatigue, but leadership inaction?
And what happens when teams are rewarded for listening instead of guessing?

It’s a conversation that might change the way you think about every small moment a customer decides whether to come back, refer or not!

Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies.

Schedule time with Stacy here.