Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Quotes:
“The overall quality of customer experiences has improved. What’s changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business.”
“Customers are experiencing survey fatigue. They are bombarded with long, irrelevant surveys about their experiences, and they don’t see the companies taking action based on the insights they provide.”
“If customers take the time and effort to fill out a survey, it says that they care about you getting better and about the future of your company. If the company doesn’t thank them or acknowledge their feedback, it creates an erosion of trust.”
“All feedback is a gift. If customers are telling you about a pain point, you should cherish that because they could churn without ever letting you know why.”
Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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