Think You Know How Customers Feel? 13 Things They'll Never Tell You

by Jeannie Walters

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Most of your customers aren’t going to tell you how they really feel about their experience. That’s why getting the true outside-in perspective is a critical but difficult part of your business strategy. Here are 13 thing you will never hear them say to you.

1. My customer journey was treacherous, but I was determined to see it through.


2. This stock photo makes me feel like your team really knows their stuff.


3. A moment of surprise and delight could have won my loyalty.

(I said “delight,” silly!)

4. I can’t put my finger on it, but something just didn’t feel right and I probably won’t return.

(cough-cough… micromoments, people!)

5. I’m flattered you want to know so much about me!


6. Nothing could ever tear us apart.


7. If I’m not happy I’ll tell all 642 of my Twitter followers, and I might make some stuff up too.


8. If you had personalized my experience, I’m among the 40% who would have spent more.

(Just don’t make customers feel creeped out with stuff you shouldn’t know.)

9. I just played an exhilarating 26 minute game of Sudoku with your automated call center. (We both lost.)


10. I’ve been seeing someone else, but you still have a chance to win me over.


11. Thanks to your marketing department, I never feel lonely.


12. FYI: I’ve been sending your emails to my spam folder.


13. A different incentive may have won my loyalty.

The truth is right under your nose! But as business leaders, learning the truth about what customers feel throughout their journey is impossible from the inside out. Mystery shopping definitely won’t hurt, but an intensive Customer Experience Investigation™ can reveal all, and then some! Want to know more about how we do that? Connect with us!

Join us March 18-20 in San Diego!

customer experience benchmarking
Ready to see how you stack up against your colleagues and competitors? Check out the report, which is free to download, here. This report is a preview of some of the topics discussed at the upcoming Next Generation Customer Experience conference this March in San Diego. Our Chief Customer Experience Investigator™ @Jeannie Walters will be speaking there along with customer experience professionals from Dell, John Deere, Barneys and more! We would love to have you join us. (I mean it’s San Diego!)

25% Discount

Just for reading this blog you have earned a 25% discount on the registration fee. So hop to it and register with this link or use the code NGCE14GLOBALCX over at their site. And if you do register, let us know and we can bask in the sun together. (It’s been really cold in Chicago. Can you tell?)

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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