Shows
Chats with JasonCX Isn’t a Department: Stacy Sherman on Humanizing Every TouchpointCustomer experience isn’t a department—it’s every interaction.In this episode of Chats with Jason, I sit down with Stacy Sherman, award-winning CX leader, author, and founder of Doing CX Right®, to dismantle the biggest myths in customer experience and show you what it really takes to earn loyalty in today’s world.Inside this episode:🔍 Why “customer satisfaction” is no longer a useful metric🧠 The emotional secret behind Trader Joe’s legendary CX🤝 How to stop treating CX like a silo—and make it everyone’s job📈 Stacy’s Heart...
2025-07-0134 min
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer ExperienceEnergizing 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 Guest Stacy 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...
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
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts162. How to Increase Prices the Right Way—While Keeping Customers Loyal | Stacy ShermanCan you raise prices without frustrating customers? Why do some companies strengthen their customer relationships after a price change while others drive people away? Stacy Sherman, professional speaker, author, and CX advisor, brings a real-world example of a business that got it right—one you might not expect. Learn what separates brands that maintain trust from those that lose it and how you can apply the same approach to your own business. Price increases are inevitable, but how you handle them defines the outcome. Learn more at DoingCXRight.com. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit To...
2025-02-1008 min
The Trend Report - Insights on Office Furniture, Contract Interiors & Workplace DesignUnderstanding Customer Experience with Stacy ShermanSend us Fan MailUnlock 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
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer ExperienceEnergizing 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 humanize your...
2024-03-1122 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 CX Right: Scaling Business Revenue & Winning Customer HeartsDisruptive 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 DoingCXRight...
2023-07-0329 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts58. Creating memorable & personalized customer experiences at scale with David WachsHow often do you get a personalized handwritten letter in the mail? When received, how does it make you feel? Bet you remember it and may even look at the message longer than a quick text or email buried in your inbox. Stacy Sherman and David Wachs, a serial entrepreneur discuss the lost art of letter writing and a scalable solution that's changing how people interact and connect while also increasing appreciation and gratitude on a massive scale for long-term business success. Listen to the Doing CX Right podcast now. Learn and pay it forward. Learn more at DoingCXRight.com...
2022-10-0235 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsLeading Experience Management During Uncertain Times with Bruce TemkinWhat does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book...
2022-09-2533 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts56. Creating a Frictionless Organization & Better Customer Experience with Bill PriceBeing frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And what are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most reputable brands? Stacy Sherman and Bill Price, author of The Best Service is no service, Your Customer Rules!, and The Frictionless Organization, answer these questions and share key principles to improve experiences for everyone who interacts with your brand. In fact, customer loyalty depends on it. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as...
2022-09-1835 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts55. Building A Winning Customer-Centric Organization The Right Way with Annette FranzCustomer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then uses that understanding to intentionally design better experiences for them. Too often, companies believe they know what's best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction. Stacy Sherman and Annette Franz share actionable tips about what it takes to ensure your company adopts a culture that's "Built to Win." Win for the customer, win for the business. Learn more at DoingCXRight.com. Access our FREE...
2022-09-1233 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsHooked On Customers: Habits of Legendary Customer-Centric Companies with Bob ThompsonWhat does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide...
2022-09-0435 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts53. Leadership Advice and Why Pay Equity Matters | Catherine SugarbroadIn this episode of Doing CX Right, we unpack actionable strategies for both business leaders and employees to drive retention and job fulfillment through pay equity. Learn from Catherine Sugarbroad's powerful journey of negotiating her worth, leading to a 70% salary increase over two roles. For business leaders, discover how fostering pay equity enhances employee engagement, retention, and customer satisfaction. For employees, get insights on how to confidently advocate for fair compensation and job fulfillment. If you're focused on building a fair workplace or advancing your career, this episode offers practical tips you can implement immediately. Learn more at DoingCXRight.com...
2022-08-2628 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsBreakthrough Approaches to Managing Customer Risk with Richard OwenYour surest path to lasting business growth is by getting a handle on customer risk BEFORE it's too late. There is a series of steps to reduce churn and prevent bad customer reviews, which entails leveraging operational data and aligning teams around what really matters to customers. Listen to Stacy Sherman and Richard Owen, Founder, and CEO at OCX Cognition, and co-creator of the NPS system, discuss topics that Richard claims people have not been doing right yet can shift approaches now for better business outcomes. His advice includes how to pitch executives for increased investment in CX programs, design...
2022-08-2235 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDriving Positive Outcomes During CX Day, Customer Service Week & BeyondEvery October, the CX community celebrates the professionals and companies that make great customer experiences happen - a celebration known as CX Day. It's an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. Listen to Stacy Sherman and Greg Melia, CEO of CXPA, discuss how you can celebrate at your company with no or minimal budget. Also, you'll learn how Diversity, Equity & Inclusion (DEI) and customer experience (CX) are linked. And the importance of having a purpose-driven brand to attract better talent and customers. Take notes as there're a lot of actionable tips. Learn...
2022-08-1434 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts50. Business and Life Experience Lessons Featuring Mom EileenIn honor of my 50th podcast milestone, I'm excited to bring you an inspiring trendsetter. Meet my Mom, Eileen, one of the first women Options Traders on Wallstreet, a well-known Bridge and Backgammon player, and a true change agent by every definition of the word. She's had to go 'against gravity' to achieve success and shares valuable leadership lessons to help you reach goals no matter what rejections and challenges come your way. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy...
2022-08-0719 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
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsBoth/And Thinking: Embracing Conflicts to Solve Your Toughest Problems with Wendy SmithLife is full of paradoxes. How can we express our individuality and be a team player? Balance work and life? Take care of ourselves while supporting others? Manage the core business while innovating for the future? For many of us, these competing and interwoven demands are a source of conflict. Since our brains love to make either-or choices, we choose one option over the other. Yet, there's a better way through "both/and" thinking. Stacy Sherman and Professor Wendy Smith discuss how to cope, and thrive with 'multiple knotted tensions happening at the same time' for greater success in business...
2022-08-0131 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsGetting More Organized and Productive Through GTD® with David AllenThere's a global productivity movement happening in our fast-paced world. Millions of people are changing their approach to apply order to chaos. They're handling life's demands in a more organized, less stressful way. And freeing up time to better serve clients, employees, family, and friends. How are they doing this? Through GTD® methodology. Stacy Sherman brings you David Allen, an influential thinker and NY Times Best Selling Author of "GETTING THINGS DONE®," to inform you what GTD is and the 5 core behaviors you need to do to get anything under control, stay relaxed while maximzing productivity. Learn more at DoingCXRight.co...
2022-07-2537 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsBuilding Trust And Selling From The Heart With Larry LevineTrust, credibility, and authenticity are the currencies of sales. Gone are the days of manipulative and pushy salespeople relying on charm to close deals. Stacy Sherman and Larry Levine, author of "Selling From The Heart," challenge modern myths and explain: how to approach buyers and increase sales in a world of information overload and technology fatigue; tactics to recruit and retain great reps while advancing sales results and client retention; strategies to build meaningful relationships and gain an unbeatable competitive advantage. Hint: Success starts within, not out. It's about YOU showing up with integrity, and heart at the forefront. Learn...
2022-07-1534 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsTransforming Customer Experience Through Mystery ShoppingYou've probably heard about mystery shopping as it's been a valuable market research tactic for a long time. Yet, there are new aspects to understand when designing a program and measuring what's relevant for customers and your business. Stacy Sherman interviews Claire Boscq, UK's Top 20 Customer Service Influencer, and author, about doing mystery shopping right to gain a competitive advantage. Topics include: How mystery shopping works, pitfalls to avoid, benefits, and best practices for mystery shopping in-person vs. virtually. You'll also hear customer experience leadership tips and ways to enhance employee productivity through BizShui™ Method Learn more at DoingCXRight.com. Ac...
2022-07-0931 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsWinning On Purpose and Measurements of Success with Fred ReichheldThousands of companies around the world have adopted the Net Promoter System (NPS) since its conception two decades ago by my guest, Fred Reichheld. During this episode, Fred explains the newest thinking (NPS 3.0), and best practices for doing it right, as many practitioners achieve a fraction of the system's full potential. We also talk about "Winning On Purpose" and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits. You'll also hear about Earned Growth Rate (EGR): a complementary accounting measure leveraging the power of NPS, and more ways to measure bu...
2022-06-2532 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts44. Recruiting & Hiring Best Practices For Customer Success with Sam BrennerAs we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce trends and apply best practices in hiring and retaining customer-centric talent. (Hint: free snacks and ping pong tables in the office are not the answer.) Likewise, candidates seeking more job fulfillment and happiness need to know where and how to predict if a company is a good place to work. Stacy Sherman and business expert Sam Brenner, CEO of CRB Workforce, discuss these topics and how to ensure a great match. Learn more at DoingCXRight.co...
2022-06-1831 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsImproving Customer Journeys With Employees As Heroes with Ian GoldingWhat's the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates? Stacy Sherman and featured guest Ian Golding, answer these fundamental questions and reveal key principles to get people to want to buy and work for your company. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2022-06-1239 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsThe Power Of Influencers To Get New Customers with Neal SchafferAttracting new customers is getting harder due to disrupting trends, such as declining television viewership, growing social media audiences, and higher usage of ad-blocking technology. Yet, you can be more effective and gain a competitive advantage through the power of influence marketing. Stacy Sherman and guest Neal Schaffer reveal best-kept secrets to identify, approach, and engage valuable influencers who help you get new clients and increase customer loyalty. You'll also learn leadership tactics to inspire and uplift others for optimal results. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional...
2022-05-3130 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDoing Customer Experience Right Through Content marketingHow can you keep your business at the forefront of peoples' minds when it's time to buy what you sell? The answer is through content marketing when done right. Michael Brenner, author of The Content Formula, and Mean People Suck, shares ways to break through the noise of promotion, dominate your market, get known as a thought leader, and rank #1 for keywords in your industry - by simply sharing the expertise your customers are looking for. Listen and apply best practices to create customer growth and impact in non-traditional ways. Learn more at DoingCXRight.com. Access our FREE Customer Experience...
2022-05-2830 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsMaking Your Brand Tattoo-Worthy with Jim KnightIs your brand tattoo-worthy? Do you provide an awesome experience whereby people have a love affair with you so much that they're willing to put ink on their body? Jim Knight, Best-Selling Author (Culture That Rocks, & Leadership That Rocks), explains this really happens and that no matter what your role is in a company, you can be a major influencer of your organization's culture, lighting it up and making it rock, from the inside out. Listen now and get actionable advice to amp up your business results. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click...
2022-05-2535 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsBreaking Silos (Data & Human) To Improve Customer ExperiencesHow can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including breaking silos and harnessing data to drive insights and actions that maximize customer engagement? Stacy Sherman and Celia Fleischaker, Chief Marketing Officer at Verint, dive deep into these CX topics to help you create differentiated experiences and a competitive advantage. During this episode, you'll learn about tools and platforms to gain control of the customer experience and maximize efficiencies through automation, AI and bots without losing the human touch. Learn mo...
2022-05-1628 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsPlanning For Cryptocurrency & New technologies To Enhance Customer Service Experiences with Adrian SwinscoeHow does blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand out from competitors? Stacy Sherman interviews Adrian Swinscoe, a visionary and author, about business transformation and customer loyalty. He explains how our memories last, especially the bad experiences over delightful ones, and ways to ensure the good are prominent. You'll learn tactics to "Wow A Customer" and keep them coming back, differently than you might think. There's no doubt that after listening to this show, you'll look at your business in a whole new way Learn more at DoingCXRight...
2022-05-0731 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts37. Maximizing Employee & Agent Engagement To Deliver Customer Excellence with Rob StewartWhat does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased staff and customer service agent resignations? Stacy Sherman interviews Robertson Stewart, a University teacher, and business author to provide actionable tactics to address major challenges that companies face today and for the foreseeable future. You can AVOID high costs in terms of retention (the lack of), leading to excessive turnover, recruitment, and training expenses, and reduced productivity. By the end of the podcast, you'll learn how to lead in optimal ways in which everyone wins: you...
2022-04-2934 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsImproving Communication and Rehumanizing Business Through Videos with Ethan BeuteBusiness success is dependent on effective communication with customers and employees. Videos are proving to be an ideal way to increase connections and conversions versus plain, typed-out text messages and emails. Stacy Sherman interviews Ethan Beute, Author, and Chief Evangelist at BombBomb, to discuss best practices for leveraging videos to elicit positive emotions, enhance relationships and rehumanize business as a brand differentiator. You'll hear tactics to leverage videos to turn dissatisfied customers (detractors) into brand advocates (promoters) and enhance a company culture where people feel a sense of belonging, included, and appreciated. Learn more at DoingCXRight.com. Access our FREE...
2022-04-2531 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsGetting To The Next Level Starts With You featuring Lauren HerringCustomer satisfaction and loyalty are directly correlated to employee happiness. So, how can leaders maximize staff engagement and keep top performers who are skilled at delivering customer excellence? What can each of us do to advance and future-proof our careers, plus achieve more fulfillment at work and in life? Featured guest Lauren Herring, Author, and CEO of Impact Group, shares tactics to help people grow at work and beyond. She provides actionable advice about careers management, including being and getting a mentor, which is different from sponsorship and equally important. By the end of the podcast, you'll be ready to...
2022-04-1730 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsAdvancing Customer Experiences Through IT AlignmentIt is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2022-04-1134 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsReducing Burnout To Deliver Better Customer Experiences with Marcey RaderEmployee and agent burnout is real and impacts their ability to deliver customer excellence. So, how do you banish burnout, retain good people and ensure job satisfaction for long-term success? Featured guest, Marcey Rader, a multi-certified health expert, and three-time bestselling author, joins Stacy Sherman to discuss: -How to identify burnout & disengagement (they aren't the same) -Hacks to keep people motivated plus free up time for priorities -Productivity "power-ups" to show up as best self -Tactics to amp up energy, conquer calendars + emails with focus -Favorite tools to improve workplace communication Learn more at DoingCXRight.com. Access our FREE Customer...
2022-04-0331 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts32. Solving Customer Pain Points Through Research, Design and Innovation with Alex GenovIs there a difference between innovation & invention? What can a model customer-centric brand, like Zappos, teach us about achieving real success in a competitive marketplace? Doing CX Right podcast guest Alex Genov, Head of Customer Research at Zappos, provides answers to these questions and explains... ✔️The different types of innovation ✔️4 pillars that make Zappos extraordinary (you can replicate) ✔️Examples of what employees do to advance the loyal culture ✔️What it means to be "stuck in traffic" impacting innovation ✔️Ways to fix customer pain points & what NOT to do You can have a brand that people keep talking about and buying from because of exce...
2022-03-2731 min
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts31. Is Traditional Selling Dead? Getting New Customers The Right WayAre you controlling the narrative so customers find and buy from your brand? Is traditional selling dead? What's the best way to lead teams to win new customers and contract renewals so your business grows the right way? You'll hear answers to these questions and more from an admirable business leader. Sid Meadows explains customer success and CX best practices in easy-to-understand terms. Take notes as you will learn a lot from Stacy Sherman's interview with Sid. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources...
2022-03-2035 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
Doing CX Right: Scaling Business Revenue & Winning Customer Hearts30. Competing for Customer Time, Attention, and Money with Joe PineWe're living in an Experience Economy whereby customer needs continue to change. How can you better differentiate your brand and compete for customers' limited time, attention, and money? Featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor explains the five E's to differentiate and make it easy to interact with your brand. As Joe says, "Drama is friction" and you must provide frictionless experiences as customers expect. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2022-03-1331 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDoing What's Right For Customers While Balancing Internal Processes with Bill StaikosYour employees' behavior is your customer experience. You can't separate them out, says Bill Staikos, Senior VP at Medalia during his interview on Stacy Sherman's Doing CX RIght show. So, how do you lead with excellence? What is the ideal organizational design to best care for your customers? Is the Chief Experience Officer (CXO) role a fad or growing in importance? What's the right way to design new products based on what customers really want while balancing internal processes? Answers to these questions and more to differentiate your brand in this podcast episode. Learn more at DoingCXRight.com. Access our...
2022-03-0629 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 CX Right: Scaling Business Revenue & Winning Customer HeartsInfluencing Desirable Customer Behaviors Through Experience ManagementStacy Sherman interviews Howard Tiersky, author of Winning Digital Customers, about how to drive desirable customer behaviors (buy, refer) as the root cause of business success. You'll hear actionable ways to stay relevant to customers in a world-changing so fast and earn customers' love and emotional commitment. Much entails applying customer research and design thinking best practices to maximize your competitiveness. Listen, learn and start Doing Customer Experience (CX) Right! Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2022-02-2832 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDifferentiating Experiences To Dominate Your Industry with Stan PhelpsYour brand today is no longer what you tell people it is. It is the differentiated experience (DX) your employees deliver. It is what you stand for and how your customers feel about you. And most importantly, your brand is what your customers tell others about their experience. Stacy Sherman interviews Stan Phelps, best-selling author of the Goldfish Series, to help you learn new ways of gaining a competitive advantage and achieving bottom-line impact. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with...
2022-02-2129 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsUnderstanding and Influencing Your Customers' Decisions with Mary DrumondDo your customers think you're deaf? How can you really hear them to fix pain points and impact customers' decisions? Stacy Sherman interviews Mary Drumond, Chief Marketing Officer at Worthix, to discuss these questions. Additional topics include: -What's the value of surveys? Are surveys the best method to understand customers' perceptions, emotions, expectations? -Is there such a thing as survey fatigue? How best to avoid? -How long or short should a survey be to maximize response rates? -Who should be responsible in organizations to get customer feedback and take action? -What is "closing the loop" mean to address what customers...
2022-02-1336 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsCreating An Emotional Connection To Gain & Keep Loyal Customers with Jim TincherHow hard is it to be your customer? Are you creating emotional connections to gain & keep customers loyal? Employees too? Stacy Sherman interviews Jim Tincher, a customer experience expert, journey mapper, author, and speaker about new ways of elevating retention & brand advocacy. Additional topics include: -Changing a company to be customer-centric when it hasn't been.-Brands that are Doing CX Right and what makes them stand out.-What is journey mapping and what is it not.-How journey mapping brings the customer to life & who owns it in organizations?-Ideal ways to motivate employees? Is it pay/bonus or something...
2022-02-0528 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsPredicting 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 DoingCXRight.com. Access our...
2022-01-2934 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsTurning One Time Purchasers Into Lifelong Customers with Joey ColemanCustomer retention doesn't happen automatically to attain company profits. You need to apply the right strategies and tactics for turning one-time purchasers into lifelong customers. Featured guest Joey Coleman, best-selling author, and award-winning speaker explains that building customer loyalty is not about focusing on marketing or closing the sale. It's about the First 100 Days® after customers buy and other interactions they experience. You'll hear a proven 8 phase methodology that helps you never lose a customer again. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book t...
2022-01-2343 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
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDoing Customer Service Right in 2022 and Beyond with Jeff ToisterIn order to deliver the best customer service, you need to understand the full meaning and how to do it right. My featured guest Jeff Toister, a best-selling author of four customer service books, and trainer of one million people, shares what elite companies do differently to gain a competitive advantage that you can do too. Topics include: -What does customer service mean vs customer experience (CX) -How has customer service changed over time -What does cutting-edge research reveal -How to measure customer service beyond NPS -Is the customer always right -What can brands do to help angry & upset customers...
2022-01-1634 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsMinimizing 'Red Tape' to Deliver Better Experiences with Stephanie ThumHave you heard of the term "red tape"? Friction, sludge, no redeeming value are associated terms. Most think red tape pertains just to government, yet it does not and significantly impacts business success. Stephanie Thum and I explain: What is bureaucratic 'Red Tape?' Why it's a customer problem and obliterate employee experiences? What are the root causes? Is it all bad? How can change happen whereby leaders stop looking the other way to improve customer and employee loyalty? Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our...
2022-01-0930 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsBuilding Trusting Customer and Employee Relationships For Long Term Success with Charles GreenTrust is a vital element of relationships. So, how do you build trust with employees and customers? How can you be a better leader to gain a sustainable competitive business advantage too? Charles Green has studied and taught the science of becoming a trusted advisor for the last decade. He's created the Trust Equation™ which includes four principles: credibility, reliability, intimacy, and self-orientation. We talk about these topics and actionable tactics from his books and seminars so that you can show up as your best authentic self and achieve real success. Learn more at DoingCXRight.com. Access our FREE Customer Ex...
2022-01-0141 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
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsEliminating What Customers Hate For Scalable Growth featuring Nick WebbDo you want to drive fast scalable growth and profitability? Then you must eliminate what customers hate and make happiness your business strategy. My featured guest, Nick Webb, a world-renowned strategist, best-selling author, and inventor with 40 US Patents, provides solutions to help you maximize customer loyalty. During the episode, you'll hear us discuss simple ways to attract and keep your best talent based on a lifetime of study and business application. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2021-12-2533 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDistinguishing Your Brand In A Hyper-Competitive Marketplace featuring Scott McCainWhat to do when 'Great' Isn't Good Enough to Grow Your Business? How can organizations and professionals create distinction to attract and retain customers? Scott McCain, Hall of Fame Speaker, author of "Iconic" and other best-selling books, answers these questions and more through engaging stories. You'll learn actionable solutions to common problems that result in better experiences for employees, customers, and your business overall. Learn more about Stacy Sherman and Scott McCain at DoingCXRight.com/podcast Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2021-12-1733 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsWhat It Takes To Keep Loyal Fans - CX Advice From A Rockstar, with James DodkinsHow do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world. He shares strategies and tactical ways companies can create their own 'Hyperfans' who keep coming back to buy and tell others too. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with...
2021-12-1133 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsEveryday Ways To Live Your CX Missions Featuring Jeannie WaltersDo you have a customer experience mission? My guest Jeannie Walters, explains why it's important and how it relates to "Creating Fewer Ruined Days for Customers." During this episode, you will also gain actionable tips to identify and protect "at-risk customers" and 5 ways to reduce churn that is in your control. About Jeannie Walters: she is passionate about improving the everyday interactions we all have as customers and writes, speaks, studies, and teaches her trademarked methodology to enlightened leaders in many industries. Learn about Jeannie Walters and host Stacy Sherman at: DoingCXRight.com/podcasts Access our FREE Customer Experience Audit...
2021-12-0432 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDoing Customer & Employee Experience Right In The Digital Age Featuring Steven Van BelleghemWhat is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and author, explains the influence of new technologies (AI, 5G, Iot…) on customer experience, and the human role in a world of automation (i.e. how to delight customers with an empathetic human touch). You'll also hear how the latest technology can solve business challenges if applied right, and leadership advice to thrive in 2022 and beyond. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Bo...
2021-11-2833 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsCreating a speak up culture for greater fulfillment featuring Stephen ShedletzkyHow do you establish a speak-up culture to drive innovation and performance at high levels? Stephen Shedletzky, shares wisdom and best practices based on what he's learned from working for Simon Sinek. We discuss: -Why his mission to drive a speak-up culture. -How it's connected to fulfillment? -What leaders can do to provide psychological safety. -Most important lesson for CEOs, Entrepreneurs, and leaders to gain and keep loyal brand advocates -Advice to younger 20-year-old self if he could go back in time Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX...
2021-11-2031 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsYour Role As An Experience Maker Featuring Dan GingissHow 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 on Stacy Sherman's Doing CX Right podcast plus... *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. *How supply chain, marketing, finance, and other departments impact customer experiences. *Should employee pay be linked to customer satisfaction scores? *Brands that stand out in Doing CX Right and best practices to differentiate brands. *Leadership lessons and more. Learn more...
2021-11-1431 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDelivering Unforgettable Experiences Featuring Ryan EstisHow often do you pause and think about how a simple gesture or interaction impacts a colleague, customer, friend +. Ryan Estis helps company leaders and individual contributors embrace change and achieve breakthrough performance. Most importantly, he teaches how to deliver unforgettable experiences. His true stories will touch the core of your heart as he beautifully portrays a Starbuck Barista, Lily, who "pours happiness." He speaks about showing up, serving others, and much more that's in your/my/our control! Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our...
2021-11-0732 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsHow Attention Pays™ For Productivity, Accountability & Profitability Featuring Neen JamesWe often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better customer and employee experiences. Although it sounds mundane, it is paying attention that drives productivity, accountability, and ultimately increased profitability. My guest Neen James, author of 9 books, discusses WHO deserves your attention, WHAT matters most, and HOW to listen with your eyes to achieve more successful outcomes. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy...
2021-10-3132 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
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsCommunicating and Delivering Real Value Featuring Bob BurgIn business, your primary focus must be the value you provide to customers. Value is what makes people trade their money for a service or a product. My guest, Bob Burg, Hall of Fame Keynote Speaker and Bestselling Coauthor of "The Go-Giver" says "money is simply an echo of value. It's the thunder to values' lightning." We dive deep into how companies, sales leaders, and their teams can communicate their value, sell at higher prices with less resistance, and grow their businesses based on referrals more effectively. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click...
2021-10-1626 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 shine
2021-10-0723 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsHow To Hug Your Haters & Make Customers Love Your Brand Featuring Jay BaerToo many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: *How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what you do.") *Tactics to make customers LOVE and talk about your brand *Design the right organizational structure to deliver the best customer experiences and service Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as...
2021-10-0532 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsDan 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/podcasts
2021-10-0531 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsAiming High - Mental Health & Business Impacts Featuring Darren PrinceDid you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author of Aiming High has achieved much fame, monetary success, and deep lows from drug addictions. Highlights: *What Aiming High means and lessons learned *How to overcome imposter syndrome *Leadership advice from iconic athletes (his clients) *The three words that can change lives and improve experiences Learn more about Stacy Sherman and Darren Prince at DoingCXRight.com/podcasts Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time...
2021-10-0533 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsCreating and Leading A Customer-Centric Workplace Featuring Ashok RamachandranHow do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer: it starts with human focussed leaders at the top. Ashok Ramachandran, CEO, and President at Schindler Elevator Corporation-India, is known for leading organizations to achieve profitable success while caring for employees as a first priority. During the episode, you'll hear: How to get employees to deliver excellence even when no one is watching Proven tactics and skills to achieve revenue growth while leading with a heart Examples of brands doing experiences right and best practices...
2021-10-0424 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsLeveraging Social Media For Customer Service & Competitive Insights Featuring Madalyn SklarAre you using social media to build customer relationships, enhance customer service and gain competitive insights? Madalyn Sklar, a digital marketing expert with 25 years of experience, starting in the early days of the internet (before social media was a thing), provides customer experience tactics that you likely never knew. Huffington Post has named Madalyn one of 50 Women Entrepreneurs to follow. Highlights: *What customer experience means in a digital world *Why you cannot ignore social media *Ways to personalize messaging *The value of listening and tools *Tactics to humanize business Learn more about Stacy Sherman and Madalyn Sklar at DoingCXRight.com...
2021-09-2629 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsBringing 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 HERE About: Dan Naiman is HR Lead, Corporate Affairs at Pfizer as well as...
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
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsHow To Create a Frictionless Experience To Get and Keep Customers Loyal Featuring Adam ToporekIf you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless. Episode Highlights: *Why CX is not only for big companies *How we can ease friction *What we can do to avoid the hassle for our customers *How technology is changing our human connection with customers *How we can convince a leader to make changes *Advice for entrepreneurs Learn more about Stacy Sherman and Adam Toporek at DoingCXRight.com/podcasts. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book...
2021-09-1228 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsIncreasing Employee Engagement To Deliver Customer Excellence Featuring Colin ShawWhat does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX? Stacy Sherman answers these questions with CX Pioneer and 7-time author, Colin Shaw. You'll likely want to play this episode twice to get all the actionable tips shared. Learn more about guest Colin Shaw and host Stacy Sherman at: Doingcxright.com/podcasts. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy...
2021-08-2327 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...
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...
2021-07-1731 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsMeasuring Customer Loyalty (NPS and Beyond) Featuring Rob MarkeyNet Promoter (NPS) is a popular way to gauge whether your customers are brand advocates (promoters) or dissatisfied (Detractors). Rob Markey, co-founder of the Net Promoter System at Bain, and Stacy Sherman discuss the meaning and evolution of NPS, misperceptions, and ultimate questions to measure customer satisfaction. You'll gain actionable tips to maximize customer loyalty and referrals the right way! Learn more about guest Rob Markey and host Stacy Sherman at: DoingCXRight.com/podcasts. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2021-07-1627 min
Doing CX Right: Scaling Business Revenue & Winning Customer HeartsHow To Get Customers Back Again & Again Featuring Shep HykenWhat does customer loyalty really mean? What are proven tactics to get repeat customers? Which brands are doing customer experience right and what are the best actionable tips to build a business culture where employees are committed to driving customers back? Listen to Stacy Sherman's debut podcast featuring NY Times best-selling author, speaker & customer service expert, Shep Hyken. Learn more about guest Shep Hyken and host Stacy Sherman at: DoingCXRight.com/podcasts. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.
2021-07-0534 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 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
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer ExperienceCX Goalkeeper with Stacy Sherman - S1E12 is about humanity in business, employee engagement and metricsThe 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 time she is Head of...
2021-03-0826 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
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
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 DoingCXRight
2020-07-2805 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
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