Shows
Happy to Help | A Customer Support PodcastJourney Mapping the Customer's Experience with Stacy ShermanText the show!Customer support is just one step on a much larger path. So how do you make sure every step along your customer’s journey is intentional, seamless, and delightful?In this episode, Priscilla welcomes Doing CX Right host and customer experience expert Stacy Sherman to demystify the practice of customer journey mapping. With 25+ years of experience building connections between people and brands, Stacy breaks down how to go beyond support tickets and start crafting every phase of the customer experience with purpose.Check out Stacy's book, "Transformative Experience Journey Management", he...2025-06-1040 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipEnergizing Teams, Delighting Customers: Stacy Sherman on Doing CX RightIn this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.A Short Description of the GuestStacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work...2025-05-1222 min
Hello MoxieStacy Sherman, Learning When to Speak Up and Doing Customer Experience RightHost: Nicole Guest: Stacy Sherman – Customer Experience (CX) Strategist, Speaker, Founder of Doing CX Right, and LinkedIn Learning Instructor ✨ Episode SummaryIn this special on-the-road episode, we’re in beautiful Lambertville, NJ, sitting down with the inspiring Stacy Sherman, a customer experience expert, keynote speaker, author, and founder of Doing CX Right. We dive deep into what it means to lead with empathy, courage, and Moxie in the corporate world and beyond.Stacy shares powerful stories from her journey through 25+ years in corporate America, the imp...2025-04-0834 min
The Trend Report"Creating Your Success Story" with James Strole of Workspace ResourceSend us a textJames Strole, founder of Workspace Resources, shares his journey from bank teller to leader in the office furniture industry, discussing pivotal moments, the importance of customer experience, and the integration of AI in business. Listen as he shares valuable insights into how passion, discipline, and effective systems can lead to success in a rapidly evolving market.We discuss:• James's journey into the office furniture industry from banking • The founding story and vision behind Workspace Resources • Current operations and focus on the upper mid-market • Importance of building strong cust...2025-03-1747 min
Your Customer, Your SuccessManaging Your Customer Journey Right with Stacy ShermanSummaryIn this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to 'do CX right’, emphasizing the importance of understanding the customer journey, empowering employees, and maintaining consistency across all touchpoints. The discussion also highlights the challenges of breaking down silos within organizations and creating a culture that encourages feedback. Stacy introduces her journey management framework, which focuses on the entire ecosystem of customer interactions, and discusses effecti...2025-03-1140 min
Experts of ExperienceStop Guessing! Win Customers Through Data AND EmotionMost brands are doing CX wrong—and it’s costing them.The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both.In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science’ framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.They tackle the tough questions: How d...2025-02-1251 min
Passage to Profit Show - Road to EntrepreneurshipEntrepreneurs Mastering the Customer Experience with CX Expert, Stacy ShermanRichard Gearhart and Elizabeth Gearhart, co-hosts of The Passage to Profit Show along with iHeart Media Maven Kenya Gipson interview Stacy Sherman from Doing CX Right.
Join us as we chat with Stacy Sherman, a CX expert who turned a corporate setback into a thriving entrepreneurial journey. Discover her secrets to building brand loyalty, the importance of feedback, and why great customer experiences start with happy employees. Learn how Stacy's passion for customer experience led her from blogging to hosting her own podcast, and get inspired to take the leap into your own entrepreneurial adventure. D...2024-07-2014 min
No Hold TimeBackgammon, Pickleball & Women in Business: An Interview with Stacy Sherman from Doing CX RightWhile attending Reuters Customer Service and Experience West in San Diego, Brian and David met up with Stacy Sherman, an award-winning keynote speaker, author, advisor, and host of the Doing CX Right podcast.
From bonding over their love for pickleball and backgammon to Stacy's perspective on the true role of a CXO (chief experience officer) and gender equality in the workplace, this is an episode you don't want to miss.
During the event, Stacy moderated two panels, one presentation, and hosted a Women in CX Breakfast. In this episode, she shares some insights from that breakfast, namely what one b...2024-07-1635 minPassage to Profit Show - Road to EntrepreneurshipEntrepreneurs Scaling Their Content: Podcasts, YouTube and More with Scott D. Clary + Others
Richard Gearhart and Elizabeth Gearhart, co-hosts of The Passage to Profit Show along with iHeart Media Maven Kenya Gipson interview Scott D. Clary host of Success Story Podcast and CEO of The Social Club, Simona Costantini from Volt Productions and Stacy Sherman from Doing CX Right.
Join us as we sit down with Scott D. Clary, the dynamic CEO of The Social Club and host of the top-ranked Success Story podcast. Scott shares his journey from creating free content to building a thriving community of entrepreneurs and investors. Learn his secrets to podcast longevity, the im...2024-07-0858 min
Artificial Intelligence Podcast: ChatGPT, Claude, Midjourney and all other AI ToolsImproving the Customer Experience with Stacy ShermanWelcome to the Artificial Intelligence Podcast with Jonathan Green! In this episode, we delve into how AI can enhance customer experience with our special guest, Stacy Sherman, a seasoned expert in customer experience (CX).Stacy introduces the concept of CX, emphasizing its importance in creating positive interactions not just for customers but also for employees and other stakeholders. She discusses how thoughtful design and intentional customer journeys can significantly impact business success. Stacy shares her insights on the common mistakes businesses make in customer experience and offers practical advice on leveraging AI to improve customer...2024-07-0832 min
The CX Leader Podcast | A resource for customer experience leadersEncore: The Inclusive ExperienceProducer's Note: This podcast was originally released on April 4, 2023. As always with our encore episodes, please note that some details might be different, but the advice from Stacy Sherman regarding inclusiveness in CX and EX is still valuable. People in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it’s important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walke...2024-05-2827 min
The Trend ReportUnderstanding Customer Experience with Stacy ShermanUnlock the secrets to transforming every customer interaction into a golden opportunity as Stacy Sherman, a maven of CX excellence, joins us to pick apart the customer experience puzzle. Join our exploration into the integral role of empathy and communication in business, the surge of artificial intelligence in customer experience, and how to marry AI with the irreplaceable human touch to elevate your business game. Don't just listen—transform with us.Links and ResourcesEpisode 58 - Creating a Great Customer Experience with Stacy Sherman - https://www.sidmeadows.com/episode58Net Pr...2024-04-0141 minThe Trend ReportUnderstanding Customer Experience with Stacy ShermanSend us a textUnlock the secrets to transforming every customer interaction into a golden opportunity as Stacy Sherman, a maven of CX excellence, joins us to pick apart the customer experience puzzle. Join our exploration into the integral role of empathy and communication in business, the surge of artificial intelligence in customer experience, and how to marry AI with the irreplaceable human touch to elevate your business game. Don't just listen—transform with us.Links and ResourcesEpisode 58 - Creating a Great Customer Experience with Stacy Sherman - https://ww...2024-04-0141 min
The Global XperienceChallenges In Delivering Effective CX | Stacy ShermanSend us a textEpisode Summary: Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host.Key Highlights:Introduction to Stacy Sherman: Discover Stacy's multifaceted roles and her journey in the world of customer experience.The birth of Doing CX Right: Learn how Stacy's small blog evolved into an influential...2024-03-1831 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipEnergizing Teams, Delighting Customers: Stacy Sherman on Doing CX RightI am honored to feature Stacy Sherman, a renowned expert in customer experience and leadership. Stacy shares her invaluable insights into transforming customer interactions, humanizing business processes, and leading with integrity and compassion. This episode is a goldmine for professionals in CX, digital, customer service, and senior management, offering actionable strategies to elevate your career and business.Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/Stacy's webpage: https://doingcxright.com/Stacy's podcast: https://doingcxright.com/podcasts/Why You Can't Miss This Episode:Learn how to...2024-03-1122 min
Doing Customer Experience Right with Stacy Sherman121. Cultivating Community and Conversations in Customer Service | Thom SingerAre digital tools impacting your ability to deliver exceptional customer service? How can technology support, not hinder genuine customer connections? Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and customer service expert guest Thom Singer. They discuss key strategies for enhancing customer relationships beyond the screen, the significance of in-person interactions, and the power of really listening to customer feedback. The conversation also tackles the importance of community within brands and teams and how it contributes to customer retention and satisfaction. For more tactics in building trust and...2024-03-0432 min
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXCustomer journey management with Stacy Sherman, Doing CX RightAs the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and advocacy.Today we’re going to talk about customer journey management - how to do it well, how to measure success, and how to improve it over time. To help me discuss this topic, I’d like to welcome Stacy Sherman, Founder & Chief Customer Officer at Do...2024-02-0733 minThe Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXCustomer journey management with Stacy Sherman, Doing CX RightAs the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and advocacy.Today we’re going to talk about customer journey management - how to do it well, how to measure success, and how to improve it over time. To help me discuss this topic, I’d like to welcome Stacy Sherman, Founder & Chief Customer Officer at Do...2024-02-0733 min
Selling From the Heart PodcastStacy Sherman - A Heart-Centered ApproachStacy Sherman, a certified customer experience (CX) speaker, author, journalist, advisor, and the award-winning host of the DoingCXRight podcast. Stacy is recognized for her Heart & ScienceTM proven framework, renowned for its ability to generate profitable clients and foster brand loyalty through an empowered and valued workforce. With 25 years of experience as a strategist and practitioner at companies like Verizon, Liveops, Schindler Elevator Corp, Wilton Brands, and AT&T, Stacy has consistently practiced what she preaches. Furthermore, she holds leadership roles on multiple university boards and has been featured in prestigious publications such as Forbes and other top-rated outlets.2023-12-0230 min
Doing Customer Experience Right with Stacy ShermanDisruptive CX Strategies - Insights From A Woman Who "Blows Sh*t Up!" ~Cindy GallopHow can open communication and respect revolutionize your business? What if the key to reinventing the future is creating what doesn't exist? Stacy Sherman, host of DoingCXRight, interviews Cindy Gallop, the "Michael Bay of Business" known for "Blowing Sh*t Up* to answer these questions. Gallop's perspective encourages leaders to foster valued employees and enhance customer experience through a culture of respect, physical and psychological safety, and open communication. Listen now to learn how to drive innovation, and apply disruptive CX strategies to create the next unicorn that customers and employees love and tell others about. Learn more at Access ou...2023-07-0329 min
The Business Ownership PodcastDesign The Customer Experience - Stacy ShermanDoing CX Right Website: https://doingcxright.com/Stacy's Blog: https://doingcxright.com/blog/Doing CX Right Podcast: https://doingcxright.com/podcasts/Stacy Sherman LinkedIn: https://www.linkedin.com/in/stacysherman/Join our Facebook group for business owners to get help or help other business owners!The Business Ownership Group - Secrets to Scaling: https://www.facebook.com/groups/businessownershipsecretstoscalingLooking to scale your business? Get free gifts here to help you on your way: https://www.awarenessstrategies.com/
2023-06-1318 min
All Things Considered CX with Bob AzmanStacy ShermanStacy Sherman joins me on my latest podcast episode. She’s the host of her own podcast DoingCXRight. Known for her Heart & ScienceTM framework that produces profitable clients and brand loyalty--fueled by an empowered and valued workforce. Stacy Sherman’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries. Her Why: To Influence and cultivate deeper connections and authentic relationships so that people have more fulfilling experiences in business and life.2023-06-0533 min
The CX Leader Podcast | A resource for customer experience leadersThe Inclusive ExperiencePeople in general want to do good things for others. But it’s easy to assume that everyone sees the world with similar eyes. We live in a diverse world with people that have different needs, so it’s important that CX professionals plan and accommodate so the experience is accessible and meaningful for all their customers. Host Steve Walker welcomes Stacy Sherman, a customer experience and marketing keynote speaker, content creator, and host of the podcast "Doing CX Right", for a discussion on creating inclusive experiences for customers and employees with different needs and abilities. Read more...2023-04-0425 min
The Catherine B. Roy ShowThe Catherine B. Roy Show ft. Stacy Sherman - Doing CX RightDoing CX RightMY GUEST TODAY:Stacy Sherman is a Marketing, Customer (CX) & Agent (AX) Experience Executive. Also, an award-winner speaker, author, and podcaster, known for DoingCXRight®. Stacy's created a Heart & ScienceTM framework that accelerates customer loyalty, referrals, and revenue, fueled by empowered leaders, employees, and customer service representatives. Stacy's been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Schindler Elevator Corp, Verizon, Wilton Brands, AT&T++. She's on a mission to help people DOING, not just TALKING about CX, so R...2023-03-0211 min
From Embers To Excellence™Interview with Stacy Sherman Author, Speaker, and Podcast HostStacy Sherman is a Corporate Executive at Liveops, and an award-winning keynote speaker, author, and podcaster focused on Doing Customer Experiences Right as a brand differentiator. She’s created a Heart & Science™ framework that accelerates loyalty, referrals, and revenue fueled by valued and empowered employees and customer service agents.Stacy has held multiple leadership roles at major companies such as Verizon, Wilton Brands, AT&T, and Schindler Elevator. What differentiates Stacy from others is that she brings real-life examples and customer service experience best practices from being in the trenches! Others speak and write about CX from a pu...2022-12-0740 min
Your Digital Marketing Coach with Neal SchafferHow To Use Social Media To Improve Customer Experiences [Stacy Sherman Interview]I always talk about how social media can and should be used by businesses for more than just mere "promotion" or advertisement - there's nothing social about an ad, even if it is appearing on a feed in a social network.While I tend to talk about social media as being a place to collaborate with influencers, it is equally a critical arena that gives you the ability to deepen relationships with your own customers.Customer experience marketing expert Stacy Sherman joins me for this interview where she goes into the different ways brands can...2022-08-0537 min
Customers First PodcastImportance of Customer Journey Mapping With Special Guest Stacy Sherman Join Tacey & Her Special Guest Stacy Sherman owner - DOING CX RIGHT! As they discuss The Importance of Customer Journey Mapping! Timestamp: 00:53: Stacy's Story Timestamp: 04:14: Customer Journey Mapping Timestamp: 10:02: Best Practices Timestamp: 21:39: Stacy's Speed Round Stacy's Contact Information: LinkedIn: stacysherman Instagram: @doingcxright Website: https://doingcxright.com Tacey's Contact Information is all on the episode website: https://customersfirst.libsyn.com 2022-03-1527 minCustomers First PodcastImportance of Customer Journey Mapping With Special Guest Stacy Sherman Join Tacey & Her Special Guest Stacy Sherman owner - DOING CX RIGHT! As they discuss The Importance of Customer Journey Mapping! Timestamp: 00:53: Stacy's Story Timestamp: 04:14: Customer Journey Mapping Timestamp: 10:02: Best Practices Timestamp: 21:39: Stacy's Speed Round Stacy's Contact Information: LinkedIn: stacysherman Instagram: @doingcxright Website: https://doingcxright.com Tacey's Contact Information is all on the episode website: https://customersfirst.libsyn.com 2022-03-1527 min
Innovation Junkies1.58 Stacy Sherman on Customer ExperienceStacy Sherman, the founder of DoingCXRight, joins the Jeffs to share her knowledge on customer experience. They explore: •The "moment of truth" in customer experience. •How you can add value to your business through CX. •The differences in CX between B2C and B2B companies.Follow Us on Facebook, Instagram, or TwitterGet in touch InnovationJunkie.com 2022-03-1433 min
B2B GrowthDifferentiation Isn't About Features or Price with Stacy ShermanIn this replay episode, Ethan Beute , Chief Evangelist at BombBomb, talks with Stacy Sherman, founder of DoingCXRight, about the connection between EX and CX, co-creating with your customers, and being more personal and human with video.
Listen to more CX conversations on Ethan's podcast, The Customer Experience Podcast here or in your favorite podcast player.2022-03-0447 min
Doing Customer Experience Right with Stacy ShermanPredicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys with Matt DixonDo you know what your customers and prospects will do after interacting with your brand without having to survey them over and over again? Are you taking control of the customer conversation? How do you make it easier for employees to deliver customer excellence? Featured DoingCXRight® guest, Matt Dixon, co-author of The Challenger Sale, The Challenger Customer, and The Effortless Experience shares valuable insights to advance your sales, service and customer experience beyond traditional methods. You'll want to take notes as he and show host, Stacy Sherman, reveal many actionable gems during the episode. Learn more at Access our FREE Custo...2022-01-2934 min
Winning Digital CustomersOne of the Top 25 Global Thought Leaders of 2021, Stacy Sherman | Winning Digital CustomersIn this week's episode, one of the top 25 global thought leaders of 2021 and award-winning certified customer experience keynote speaker, Stacy Sherman, joins Howard to discuss what companies may be getting wrong about customer experience, closing the feedback loop, and building trust through testing, analyzing, adjusting and repeating pilot programs.Tune in to hear why Stacy considers the customer experience team the "glue" and strategies to improve customer experience in 2022.To learn more about Stacy, visit:https://doingcxright.com/Winning Digital Customers | The Podcast focuses on stories of digital transformation, told by...2022-01-2033 min
The Support Automation ShowBalancing Human Work and Automation with Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX RightIn this episode of The Support Automation Show, a podcast by Capacity, Justin Schmidt is joined by Stacy Sherman, Speaker, Author, Podcaster, Mentor at Doing CX Right. They discuss how businesses can perfect the balance between humans and automation to accomplish future goals and why effective communication with the customer is crucial to achieving that.Learn more about Stacy Sherman and Doing CX Right:Stacy's LinkedInStacy's InstagramStacy's TwitterDoing CX Right's WebsiteStacy Sherman - DoingCXRightOther Resources:The Four Agreements: A Practical Guide to Personal Freedom (A Toltec Wisdom Book) by Don Miguel Ruiz and Janet Mills...2021-12-3037 min
Secret Sauce 365Doing the Customer Experience Right, with Stacy ShermanWhat You Will Learn: What is the difference between customer experience and customer service? What is customer journey mapping? How does the customer experience (CX) affect customer retention? How do you start best practices for the customer experience? How can a high-level customer experience be a game-changer for your business? About Stacy Sherman Stacy Sherman is an award-winning certified customer experience (CX) keynote speaker, author, podcaster, and founder of DoingCXRight®—a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue. Resources: Website: https://doingcxright.com/ YouTube: www.youtube.com/channel/UCQu4U9uRSUhP...2021-10-2831 min
The Joy of Membership PodcastMaking a Great First Impression in Member OnboardingThis week’s episode is the perfect follow-up to last week’s in which we talked about member feedback. There are similar themes running through this conversation with Stacy Sherman. Stacy is the Founder of Doing Customer Experience Right. She is an award winning speaker, author, and podcaster who takes pride in helping brands differentiate in ways that extend beyond price. Stacy says that, as a consumer, she has seen too many companies miss opportunities to delight customers and meet their needs, so she’s on a mission to change that, inspiring better experiences so that real human connections, happin...2021-10-1223 min
Take Control of Your CareerStacy Sherman – Doing Customer Experience (CX) RightStacy Sherman is Director of Customer Experience at Schindler Elevator Corporation and Founder of DoingCXRightIn this episode Lauren and Stacy discuss:How to leverage the voice of the customer at every interaction to make sure you are making the right decisions to meet their needsHow diversity and inclusion ties into the customer experienceThe importance of having champions and mentors that embrace your beliefs or your “why”The difference between how men and women communicate and what women need to keep in mind to ensure they shine2021-10-0723 min
Doing Customer Experience Right with Stacy ShermanDan Gingiss: Your Role As An Experience MakerHow do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker and coach answers this question and... The importance of being an experience maker. Who, why, and what’s it about. The difference between Customer Experience vs Customer Service and strategies for success. Brands that stand out in Doing CX Right and best practices to differentiate brands. Leadership lessons and more. Details at DoingCXRight.com/podcasts2021-10-0531 min
Doing Customer Experience Right with Stacy ShermanBringing The Human Back In Human Resources Featuring Dan NaimanStacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan’s human-centric approach to employee and customer experience as well as the importance of creating a corporate culture, where employees feel valued and empowered. Key Takeaways: -Look at the human side of change and partner with leadership to drive an employee experience, which results in excitement and engagement. -The employee experience begins before colleagues step foot into the company. Companies need to continually evolve their employee experience to attract and retain them. -Read more About: Dan Naiman is HR Lead, Corporate Affairs at Pfizer as well as a...2021-09-1921 min
Science of CXStacy Sherman : How Can We Ensure We are Doing CX RightStacy Sherman is the head of CX and employee engagement for Schindler, she’s also the CEO and founder of Doing CX Right, where she helps business leaders elevate customer experiences as well as employee satisfaction in order to gain brand loyalty.
In today’s episode, Stacy and I talk about:
The multiple sources of getting feedback, and how to take action from the feedback. The Humanization of Business. CX Education at the University level. How important the employee experience is in driving a customer centric culture. The tools to use in your businessRec...2021-09-1731 min
The Conscious Action Podcast by Brian BernemanEpisode 63 with Stacy Sherman - The human aspect of customer experienceOn this episode we talk with Stacy Sherman, mother, author, speaker and founder of DoingCXRight.We explore customer experience, making people happy, culture and employees, metrics for measuring impact, how we consciously use technology, using feedback, taking time for celebrating, and the importance of diversity.Stacy talks about her journey, leading from the heart, putting the human first, journey-mapping, using LinkedIn, and empowering each other during these changing times.For more about Stacy follow her on Instagram, Facebook & https://doingcxright.com/.Support the showSupport the show_________2021-07-2731 min
Business Excellence - TOP 5 SeriesIn Conversation - Stacy Sherman - Doing CX right ! “Customer Experience is about people, how do people want your brand, stay loyal to your brand, refer your brand and it's about the human aspects, not just process, and not just about price tags.” What is it like when a customer signs the contract, or buys a product or service? What's that experience going to be from that point on? It has to be intentionally designed, depending if it's a service or a product, and how it's delivered and set up and used. 3:07 Onboarding customers7:11 Creating a custome...2021-07-2622 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Customer Experience Really The New Marketing? Join The debate!In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion. Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing an...2021-07-1731 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Customer Experience Really The New Marketing? Join The debate!In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion. Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing an...2021-07-1731 min
The Podcast On PodcastingEp55: Why Customer Experience Matters In Podcasting - Stacy ShermanTaking a new path can be a difficult task, especially if you have a strong need to stay connected with what others are doing. Today, Stacey Sherman talks about the pros and cons of starting a podcast and how having the right customer experience can serve you as a podcaster at a higher level. WHAT TO LISTEN FOR Finding your Why Developing real and authentic experiences Benefits of being a guest on other shows How podcasting can be an opportunity to share your expertise Why do you need to learn the technology before using it? R...2021-07-0134 min
Constructing BrandsHandling the Customer Experience Right, with Stacy ShermanWhat You Will Learn: Explain how important the customer journey/experience is How to determine customer experience team How to know if you need a customer experience expert Happy employee, happy customer? Where to start with customer experience Is the customer experience important to the end user? In the latest episode of GWP’s Constructing Brands podcast, Stacy Sherman, customer experience expert, author, and mentor, discusses how important the customer experience is to grow your brand and increase sales. About Stacy Sherman Stacy Sherman is an empathetic customer experience (CX) pioneer who has de...2021-06-2418 minB2B GrowthDifferentiation Isn't About Features or PriceIn this episode of the #CX series, Ethan Beute , Chief Evangelist at BombBomb, talks with Stacy Sherman, founder of DoingCXRight, about the connection between EX and CX, co-creating with your customers, and being more personal and human with video.
Listen to more CX conversations on Ethan's podcast, The Customer Experience Podcast here or in your favorite podcast player.2021-05-0548 min
Amazing Business RadioDiversity and Inclusion within the CX Featuring Stacy ShermanTop Takeaways:- Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. Good practices around diversity and inclusion should happen every day. - Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity. - It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion.- Businesses need to get feedback from a variety of customers. - Allow a diverse group of employee’s voices to be heard.- Keep diversi...2021-04-2726 min
Supercharging Business SuccessHow to Propel Business Growth by Doing Customer Experience (CX) Right® – in Just 7 Minutes with Stacy Sherman
What You’ll Learn From This Episode:
* How employees' experience is important to customer service
* Mapping out a customer journey
* Difference between customer experience and service
Related Links and Resources:
I would recommend www.doingcxright.com where there's ton of blog articles, they're all 'how to' tips, every single one of them. There's podcast shows there that you'll find. There's a book 'Customer Experience 2' which I was a part of the book with 24 authors that you'll really understand from a lot of different views about doing it right. They can access it...2021-03-1208 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX Goalkeeper with Stacy Sherman - S1E12 is about humanity in business, employee engagement and metrics The CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon’s WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn’t just talk. She is a doer such as: launching “Women Leaders Making A Difference” community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same tim...2021-03-0800 min
Punk CX: Customer Experience Insights with Adrian SwinscoeWhere the magic happens when it comes to improving customer outcomes - Interview with Stacy ShermanToday’s interview is with Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight. Stacy joins me today to talk about what customer experience means at Schindler, what knowledge and skills she was able to bring to that job from her time at Verizon, what humanizing business & leading with a heart means and what sort of things leaders should be doing to improve their customers experience right now.
This interview follows on from my recent interview – Mindset, method, motivation and harmonisation are at the centre of customer centric-thinking and lead...2021-01-2154 min
CX ConversationsTools in Technology | Stacy ShermanToday we talk about tools in technology for making the life of customers easier with the head of customer experience and employee engagement for the global company called Schindler Elevator Corporation, Stacy Sherman. She tells and updates us on the current situation with customer experience tech, and then what we should be using still and how we should be adapting/changing to meet current standards. She emphasizes the importance of establishing employee and company culture to maintain a high performing work environment.Stacy’s background 1:14Current environment of technology 2:53Can you use the standard methodology? Or sh...2020-12-1516 min
After Hours Entrepreneur with Mark SavantHow to Deliver Unforgettable Customer Experiences | Stacy Sherman#57: Stacy Sherman gives dozens of secrets to amazing customers. The best thing you can do for your business is be memorable, and this episode will give you the tools you need to stand out in 2020 and beyond.From video to automation, don't miss these tricks to being memorable (for the right reason)!https://doingcxright.com/Join the FREE Facebook Community: https://www.facebook.com/groups/marksavantmediaBuild your own Email List with Convertkit_____________________________________________🗞️ Newsletter: www.a...2020-12-0232 min
The Virtual CMOThe Impact of Customer Experience Design on Your Business with Stacy ShermanIn this episode, host Eric Dickmann interviews Stacy Sherman about Customer Experience (CX) design. Stacy’s journey with CX began in 2013 when, after a reorganization at Verizon, her Digital Marketing role expanded to increase customer satisfaction and brand advocacy. She helped introduce customer and employee feedback in website design, product development, market messaging, and related decisions to enable the brand to exceed customer expectations. As she gained expertise in CX best practices, Stacy fell in love with what she now calls the “Heart and Science of CX,” which is the ability to combine business expertise with a calling...2020-11-1630 min
Inspiring Women In CXClare Muscutt talks with Stacy Sherman about our mother’s influence and advice on female leadership.🧁"You are the cupcake, everyone else is just the sprinkles"🧁
Launching today’s podcast with a backdrop of uncertainty about the US election, Corona deaths rising again, whole countries returning to lockdown and facing heightened terror threats, I wanted to focus on something lighter.
I met the CX pocket rocket, Head of CX and Employee Engagement and Schindler, Founder of DoingCXRight and all round rising CX star, Stacy Sherman, earlier this year and when she told me this piece of advice passed down from her stock trader mom, it was not only delig...2020-11-0626 min
The Customer Experience Podcast104. Differentiating Far Beyond Product, Features, or Price w/ Stacy ShermanYou need to acknowledge that employee experience (i.e. happiness) is a bridge to customer experience. In this episode, I interview Stacy Sherman, the Head of Customer Experience & Employee Engagement at Schindler Elevator and the Founder at DoingCXRight, about the EX/CX intersection. Stacy and I chatted about: - The role of video in EX and CX communication (one of my favorite topics) - The heart and science approach to interest in CX - Why Stacy spends nights and weekends on elevating the customer-centric culture Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Goog...2020-11-0346 min
Win Make Give with Ben KinneyCreating Powerful Customer Experiences - Interview with Stacy ShermanIn this interview, Chad Hyams talks with Customer Experience Expert Stacy Sherman. Stacy explains the differences between customer service and customer experience and how to use that to differentiate your brand and elevate your leadership skills? Stacy and Chad review her latest article for Forbes where she examines the book The Four Agreements. They also talk about the heart and science of the customer experience, give you techniques to prevent “pain points,” and how you should change your role from salesperson to relationship maker. Stacy's article in Forbes: CX Leadership Lessons To Humanize Your Business - https://bit.ly/3kQtvSO Conn...2020-09-3051 min
That Entrepreneur LifeEpisode 32 - How to Design the Ultimate Customer Experience with Stacy ShermanJoin Andrew Lees and Clint McPherson as they sit down with Stacy Sherman and talk about creating the ultimate customer experience. Stacy Sherman is the former Manager of Customer Experience (CX) at Verizon and the current Director of CX at Schindler Elevator. She is also a Forbes writer, author, mentor, speaker, and founder of DoingCXRight®. She shares the importance of providing authentic experiences, both for your customers and employees. In this episode, you’ll learn:You need to walk in your customer's shoes in order to map out an excellent customer journey. The internal cultu...2020-09-2537 min
The Tom and Bob ShowStacy Sherman - Director of Customer Experience, Schindler Elevator CorporationStacy Sherman, Director of Customer Experience with the Schindler Elevator Company, and founder of DoingCXRight (www.DoingCXRight.com) joins Tom and Bob to discuss CX leadership lessons to humanize your business as well as insights into the philosophy of the CX function at Schindler Elevator Corporation. 2020-09-0724 min
More than a Few Words506 Customer ExperienceWhen people throw around the term customer experience, what are they really talking about? They're talking about the experience that customers go through when interacting with your brand. It is not just a single moment, but rather a series of interaction in their customer journey.
The cumulative impact of these experiences defines how they feel and how they perceive the brand is delivering on their promise.
This week, Stacy Sherman of DoingCXRight®shares some tips on how and when businesses should measure their customer's experience.
2020-08-0609 min
Winning at Business and LifeWinning at Business and Life with Stacy ShermanDo you listen to your customers and employees?6 questions. 7 minutes. Pure insights. Episode 121: Successful business leaders listen to their customers and employees using an outside-in approach to product and service design. Wise words from Stacy Sherman, Customer Experience Expert at DoingCXRight2020-07-2805 min
The Recruitment Doctor PodcastReCX talks CX with fellow Co-Author Sherman Stacy of Doing CX RightOn this spin off series, I speak with fellow co-author from our soon to be released book, Customer Experience 2, Stacy Sherman.
Stacy is not only an expert in all things CX, but she is a role model for all women who seek equality. We share similar interests in Diversity and Inclusion and employee engagement and I was thrilled to understand why she does what she does!
So, if you want to hear about her chapter in our new book and her journey through CX, give us a listen!
2020-07-0721 min
More Happy Life with Andy Proctor123: How Good Customer Experience Makes the World Happier with Forbes Author Stacy ShermanIn episode 123, I speak with Stacy Sherman about the power of a transformational customer experience. Everyone is used to interacting with a business in a transactional way, but when a business can make a transaction into a transformation, that's when magic happens!
In our conversation we discuss how to make this happen by starting at the top and moving down. If the executives are seeking to increase their own wellbeing, they will naturally desire to make the wellbeing of their employees a priority. And when the employee wellbeing and happiness becomes a priority, it can impact the...2019-12-1234 min
Travel Is Your BusinessTIYB Highlights - Liliana Petrova of JetBlue – Conducting the Customer Experience OrchestraDesigning customer experience in travel...
Liliana Petrova, Director of Customer experience at JetBlue Airways, Visionary, Strategist, Customer Experience Professional and Blogger, joins John Matson, Bess Chapman, and Pavan Bahl in the MouthMedia Network studios powered by Sennheiser.
In this episode:
Liliana Petrova on designing for Experience is like a multi-phase cake
What is movement,
Technology design, how to achieve movement as fast and seamless as possible
How people will feel about the brand and interactions
Why the experience designer needs to be a vision thinker and can’t design in increments
Facial recognition, and wh...2019-05-2158 min
Beyond 6 Seconds: Neurodiversity stories from neurodivergent peopleStacy Sherman is DoingCXRight with her Customer Experience blogStacy Sherman is the Director of Customer Experience (CX) at Schindler Elevator Corporation. When she’s not at her day job, Stacy shares her extensive CX expertise on her blog, DoingCXRight, which provides mentorship and knowledge sharing with CX professionals looking to differentiate their companies and personal brand. On this episode, Stacy shares: What inspired her to start DoingCXRight back in 2017, and the type of content she writes for the blog How she balances work, family, friends, blogging and all the other parts of her life, by being intentional about how she spends her time How wri...2019-04-3022 min
Travel Is Your Business045 – Liliana Petrova of JetBlue – Conducting the Customer Experience OrchestraDesigning customer experience in travel…
Liliana Petrova, Director of Customer experience at JetBlue Airways, Visionary, Strategist, Customer Experience Professional and Blogger, joins John Matson, Bess Chapman, and Pavan Bahl in the MouthMedia Network studios powered by Sennheiser.
In this episode:
Liliana Petrova on designing for Experience is like a multi-phase cake
What is movement,
Technology design, how to achieve movement as fast and seamless as possible
How people will feel about the brand and interactions
Why the experience designer needs to be a vision thinker and can’t design in increments
Facial recognition, and why...2018-05-2756 min