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

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.