Your wallet is your vote. Are you actually using it?

Most people complain about bad customer experiences and then go right back to the same companies. Rick Denton says that's the real problem. Alyssa Nolte and Rick Denton dig into why customers have more power than they think and why they refuse to use it.

If you work in GTM, lead a CX team, or just wonder why companies keep getting away with bad service, this one is for you.

3 Key Takeaways

1. Complaining without changing your behavior sends the wrong signal. Companies read your continued spending as approval, even when you're unhappy.
2. Loyalty programs trained us to stay. Then companies slowly eroded the rewards. Now customers are waking up and rethinking what loyalty is even worth.
3. The best CX investment is understanding what your customer would actually pay for. Not what feels good. What they value enough to open their wallet for.

People and Resources Mentioned

• Two Guys on a Plane Podcast with Rich and his husband, both flight attendants
• The Loud Quiet: Empty Nest Living Podcast with Rick Denton and his wife Clancy
• The Loud Quiet (book) by Rick and Clancy Denton, released early 2026
• theloudquiet.com
• Rick Denton on LinkedIn: linkedin.com/in/rickdenton
• Alyssa Nolte on LinkedIn: linkedin.com/in/alyssanolte
• Alyssa Likes to Talk on Substack: alyssanolte.substack.com