UI Breakfast: UI/UX Design and Product Strategy

Episode 276: Customer Satisfaction with Debbie Levitt

12 snips
Nov 3, 2023
Guest
Debbie Levitt
Debbie Levitt, UX and CX expert and author of 'Customers Know You Suck', discusses measuring customer satisfaction, the lack of customer-centricity in the digital products industry, capturing customer frustration, and the influence of upbringing on critical thinking and research.
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ANECDOTE

How She Got The 'Mary Poppins' Nickname

  • Debbie Levitt earned the nickname 'Mary Poppins' after short consulting visits that fixed problems quickly.
  • Clients waved goodbye and called her Mary Poppins when she left after improving things.
INSIGHT

Customers Often Know Companies Suck

  • Customers often know a company 'sucks' from repeated frustration rather than one-off issues.
  • Debbie Levitt argues this pervasive dissatisfaction explains why few brands earn true customer love.
INSIGHT

Satisfaction Isn't The Same As Loyalty

  • Satisfaction scores and loyalty do not always align; people can be loyal despite low satisfaction.
  • Debbie Levitt recommends focusing on matching customers' tasks to create durable loyalty.
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