Shows
Doing Customer Experience Right with Stacy Sherman198. What Fearless Leaders Know About Building Great Customer Experiences | Kristen KavanaughMany leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertain about priorities. When leaders ignore those signals, communication erodes, decision quality declines, and customers experience preventable mistakes and service failures. In this episode of Doing CX Right®, Stacy Sherman talks with Kristen Kavanaugh, a former U.S. Marine Corps officer and Tesla culture executive, about how courageous leadership turns f...
2025-11-1026 min
Doing Customer Experience Right with Stacy Sherman193. Customer Service Week: How Top Companies Make It Year-Round | Stacy ShermanDid you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you're hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end w...
2025-10-0611 min
Doing Customer Experience Right with Stacy Sherman192. Emotion as Currency: The New ROI of Customer Experience | Stacy ShermanWhat if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told "emotion is a soft skill" by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like Hallmark Business Connections translate small emotional gestures into massive financial results. More importantly...
2025-09-2916 min
Doing Customer Experience Right with Stacy Sherman187. Why the 9-9-6 Workweek Trend in AI and Tech Demands Leader Attention Now | Stacy ShermanA growing number of AI startups and tech companies are adopting a grueling 9 a.m. to 9 p.m. six-day work schedule and calling it the new formula for winning. But what does this mean for the employees expected to sustain that pace and for the customers who depend on their service quality, empathy, and problem-solving? In this episode, Stacy Sherman examines the facts behind this extreme approach, shares her expert view from a customer experience perspective, and explains why chasing short-term gains at the expense of employee well-being ultimately damages customer experience. You will hear what leaders can do right...
2025-08-1813 min
Doing Customer Experience Right with Stacy Sherman183. The Best of Seth Godin on Doing CX Right®Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth. 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 through this link.
2025-07-1414 min
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
Doing Customer Experience Right with Stacy Sherman181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCulloughMany business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer's handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can't be measured—or don't affect your bottom line—this episode proves otherwise. Connect with Patrick McCullough and learn more...
2025-06-3029 min
Doing Customer Experience Right with Stacy Sherman180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy ShermanWhat 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...
2025-06-2335 min
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
Doing Customer Experience Right with Stacy Sherman178. Why "Satisfied" Customers Leave — And How To Keep Them | Stacy ShermanYour customer says they're "satisfied." So why didn't they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT). She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. "Satisfied" usually means nothing went wrong—but that's not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it's m...
2025-06-0910 min
Business Transformation Pitch with The CX GoalkeeperEnergizing 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
Doing Customer Experience Right with Stacy Sherman174. The Hidden Cost of Executive Escalations And How to End It | Stacy ShermanExecutive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they're often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You'll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at Doin...
2025-05-0526 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 Customer Experience Right with Stacy Sherman170. How to Move From Customer Success or Service to CX Leadership | Stacy ShermanWondering how to move from customer success or service into a true customer experience leadership role—without needing a new title? In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility, and make a broader impact on your company's customer journey, this conversation is for you. Discover the mindset shifts and strategic actions that can set you apart—and why now might be the perfect time to step into a CX leadership path. Book time with Stacy through this link. Access our...
2025-04-0711 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
Doing Customer Experience Right with Stacy Sherman165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid BanerjeeMost companies react to complaints after the damage is done. The best ones don't just fix issues—they predict and prevent them. In this episode, Stacy Sherman and Sid Banerjee, Medallia's Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why traditional metrics fall short, how AI reveals hidden risks, and why automation is reshaping business success. Stop fixing. Start predicting. Because great experiences aren't reactive—they're anticipated. Want to dive deeper into the future of CX? Join Stacy Sherman at Meda...
2025-03-0330 min
Doing Customer Experience Right with Stacy Sherman162. 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
Doing Customer Experience Right with Stacy Sherman157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 20252024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth. In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year's top guests. Discover what worked, what didn't, and how to implement strategies that inspire employees, foster collaboration, and strengthen customer relationships. Packed with actionable advice and practical insights, this recap will help you create a winning CX strategy for 2025. Learn more at DoingCXRight.com. Access our FREE Customer...
2025-01-0617 min
Doing Customer Experience Right with Stacy Sherman153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred ReichheldHow do you turn satisfied customers into loyal advocates who rave about your brand? In this episode, Stacy Sherman revisits her insightful conversation with Fred Reichheld, the creator of the Net Promoter System (NPS), to explore key takeaways and actionable strategies for building customer loyalty. Discover how to activate brand promoters, measure true growth with the concept of Earned Growth, and enrich lives through exceptional customer experiences. You'll gain practical tips that help business leaders transform loyalty from a metric into a purpose. Don't miss this deep dive into proven methods for sustainable success. Learn more at DoingCXRight.com. Access...
2024-11-1815 min
Doing Customer Experience Right with Stacy Sherman149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy ShermanAre your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-time feedback. These practices enhance customer experiences and drive loyalty, setting your brand apart. Learn how to foster a culture where everyone takes ownership of the customer experience, resulting in a brand customers and employees return to repeatedly. Embrace this mindset shift and witness transformative growth in your organization. Learn more at DoingCXRight...
2024-10-0710 min
Doing Customer Experience Right with Stacy Sherman144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy ShermanIs your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they're powerful opportunities to unite your team around exceptional customer service. Stacy offers practical, cost-effective tactics to transform these celebrations into lasting strategies that keep your employees engaged and your customers coming back. Listen now to start making real changes that drive results. Learn more at DoingCXRight.com. Access our FREE Customer Experience Au...
2024-09-0311 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 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
Doing Customer Experience Right with Stacy Sherman132. Building Lasting Customer Relationships: 5 Proven Tactics with Stacy ShermanAre you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, creating a customer-centric culture, and focusing on retention over acquisition are critical. Understand the difference between leadership and management in enhancing customer experience and the value of community engagement. For practical insights and tactics to elevate your business, visit DoingCXRight.com Access our FREE Customer Experience Audit Tool: Click here...
2024-05-2014 min
The 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 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
Business Transformation Pitch with The CX GoalkeeperEnergizing 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 Customer Experience Right with Stacy ShermanCelebrating 100 Episodes! Shep Hyken Interviews Stacy ShermanIt's a special role reversal for the 100th episode of "Doing CX Right." Customer service legend Shep Hyken interviews show host Stacy Sherman as they celebrate her podcast journey. You'll hear: What initially inspired her to start podcasting Evolving goals & plans for continuing her show Advice for getting over fear & hitting record Wise words from Stacy's mother that pushed her forward Fun hidden talent Stacy gained as a child Customer Experience Topics i.e. Is CX The New Marketing? Tips for starting your own podcast What Stacy wishes she could tell her younger self Don't miss their entertaining conversations DoingCXRight...
2023-08-2824 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 DoingCXRight...
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 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
Doing Customer Experience Right with Stacy ShermanBecoming an Unforgettable Customer-Centric Company with Jeanne BlissHow do you become an unforgettable brand that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" Author Jeanne Bliss and Stacy Sherman discuss these topics, including the value of goal mapping versus journey mapping, workforce trends, and earning the right to customer driven-growth. 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.
2022-10-3030 min
Doing Customer Experience Right with Stacy ShermanCustomer Experience Lessons From Best-In-Class Brands with Joseph Mitchelli Customer Experience Lessons From Best In Class Brands with Joseph MitchelliHow hard is it to become your customer? What can we learn from brands that consistently achieve customer loyalty as well as employee advocacy too? Stacy Sherman interviews Joseph Michelli, Ph.D., a certified customer experience professional and author of ten business books about companies he has worked with including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel and others. Stacy and Joseph shares actionable CX leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow...
2022-10-2331 min
Doing Customer Experience Right with Stacy Sherman60. Journey Mapping Techniques To Put Customers At The Center Of Your Business With Kerry BodineAre you putting the customers at the center of your business? Would your clients say yes, if asked? Stacy Sherman and Kerry Bodine discuss how to put the customer first and gain financial benefits by applying "Outside-In" tactics and doing journey mapping the right way. You'll gain valuable advice whether brand new to journey mapping and the customer experience field or advanced in your practice and want to amp up your skills. This episode will help you make a noticeable business impact. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX...
2022-10-1735 min
Doing Customer Experience Right with Stacy Sherman59. Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance with Alan Stein, JrWhat can the highest-performing basketball players teach us about delivering exceptional customer experiences? What are leadership strategies that elite athletes use to perform at world-class levels that you can do too? Stacy Sherman and featured guest, Alan Stein, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, answer these questions. Plus, you'll learn how to create unparalleled organizational performance, cohesion, and accountability with earned trust at the forefront. Without a doubt, after listening to this episode, you'll shift your mindset and actions that raise your game to new levels. Learn more at DoingCXRight.com. Access our...
2022-10-0930 min
Doing Customer Experience Right with Stacy Sherman58. 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 Customer Experience Right with Stacy ShermanLeading 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 Customer Experience Right with Stacy Sherman56. Creating a Frictionless Organization & Better Customer Experience with Bil 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 Customer Experience Right with Stacy Sherman55. 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 Customer Experience Right with Stacy ShermanHooked 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 Customer Experience Right with Stacy ShermanBreakthrough 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 Customer Experience Right with Stacy ShermanDriving 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
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 Customer Experience Right with Stacy ShermanBoth/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 Customer Experience Right with Stacy ShermanGetting 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 Customer Experience Right with Stacy ShermanBuilding 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 Customer Experience Right with Stacy ShermanTransforming 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 Customer Experience Right with Stacy Sherman44. 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 Customer Experience Right with Stacy ShermanImproving 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 Customer Experience Right with Stacy ShermanThe 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 Customer Experience Right with Stacy ShermanBreaking 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 Customer Experience Right with Stacy ShermanPlanning 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 Customer Experience Right with Stacy Sherman37. 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 Customer Experience Right with Stacy ShermanImproving 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 Customer Experience Right with Stacy ShermanReducing 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 Customer Experience Right with Stacy Sherman31. 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
Doing Customer Experience Right with Stacy ShermanDoing 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
Doing Customer Experience Right with Stacy ShermanInfluencing 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 Customer Experience Right with Stacy ShermanDifferentiating 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 Customer Experience Right with Stacy ShermanUnderstanding 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 Customer Experience Right with Stacy ShermanCreating 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 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 DoingCXRight.com. Access our...
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
Doing Customer Experience Right with Stacy ShermanDistinguishing 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 Customer Experience Right with Stacy ShermanEveryday 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 Customer Experience Right with Stacy ShermanYour 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
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
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 Customer Experience Right with Stacy ShermanAiming 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 Customer Experience Right with Stacy ShermanCreating 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 Customer Experience Right with Stacy ShermanLeveraging 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 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 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 Customer Experience Right with Stacy ShermanHow 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 Customer Experience Right with Stacy ShermanIncreasing 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