VoC Myth Busting with Ian Golding
Ep. 7: 'Once CX is improving, no need to reply to individual feedback.'

In this seventh episode of the VoC Myth Busting series, Darren Wake puts a statement to Ian Golding that many CX professionals will have come across: “Once CX is improving, there’s no need to reply to individual customer feedback.”

Ian breaks down why this thinking can be risky, what happens when micro issues go ignored, and how closing the loop with customers matters just as much as fixing the big stuff.

Here’s what we cover:

• Why macro and micro CX priorities must work together
• The real cost of unresolved micro issues
• What closing the loop actually means (and why it matters)
• Why most businesses get stuck on firefighting only

If you work in customer experience, service design, customer support or operations and want to make sure feedback leads to real, lasting change, this episode is packed with ideas you can use to strengthen your approach and improve results.