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Blog
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...
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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...
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Mark Slatin
1 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...
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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...
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Mark Slatin
2 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...
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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...
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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...
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Mark Slatin
1 min read
What's a great experience worth?
One of the most common challenges I hear my clients voice is calculating the return on investment (ROI) of their customer experience...
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Mark Slatin
2 min read
The 5 Keys to Effective Customer Listening
How well do you listen?? “Most people don't listen to understand, they listen with the intent to reply." - Stephen Covey Imagine you are...
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Mark Slatin
4 min read
The Human Emotion that Impacts All the Metrics
Clearly something was wrong with the data. The numbers don’t just jump like that. Especially when we’re going through an acquisition. ...
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