Stacy Sherman

Expert Views On Building A Customer-Centric Culture

What is company culture? Why is it important? Who owns culture, and how does customer experience play a role? You can hear valuable answers to these questions in an upcoming panel discussion hosted by CXPA. I had the privilege of listening to the recording...

Is Your Return Policy Seamless & Customer-Centric?

As we approach the holiday season, I believe it is a good time to discuss product return policies as it directly impacts customer buying decisions. A bad return experience will strongly influence the likelihood that customers will purchase from a competitor's brand. Also, shoppers determine what stores...

Important Lessons In Retaining Customers

Loyalty programs are a great way for companies to entice people to buy again and again. Customers continue to subscribe and purchase when they can earn points that are redeemable for products and services they perceive as valuable. Many consumers choose airlines, hotels,...

14 Effective Ways To Celebrate CX Day

Have you heard about Customer Experience / CX Day? It is a real day. I did not make it up. As you can see below, there was a lot of activity in 2018. In 2019, CX Day will be celebrated on October 1. I...

How To Humanize Customer Experiences In The Digital Age

Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a different meaning. The launch of digital apps and websites significantly changed our lives offering more convenience, time savings, expanded product choices, and easier access to...

How To Walk The CX Talk

According to Forrester, "84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX." Do you ever wonder why that's true? Well, I have explanations having worked in the Customer Experience (CX) field for many years and...

Pros & Cons of Using Net Promoter Score to Measure CX Success (Podcast)

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness...

Why The Best CEOs Invest In Customer Experience

Some companies invest in Customer Experience (CX) as an afterthought. Other brands are 100% focussed on allocating resources to create customer excellence. They purposely establish budgets to build and expand a CX team, and measure customer satisfaction and related KPIs daily. They also close...

What Makes Customers Brand Loyal? (Hint: It’s Not Price)

source: Adobe The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was reminded of this when buying clothing at a department store recently. Upon bringing my items to the register, the nice woman asked questions...

5 Communication Tips to Improve CX + EX

Communications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is shared. While talking in person is ideal, sometimes it is not possible given physical location and related factors. Seth Godin talks about using the appropriate medium....

My Views About WSJ Article: “Is Net Promoter (NPS) Score Misleading?”

There's an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not "Net Promoter Score," otherwise known as "NPS," is a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on...

How To Infuse CX Into Your Company Culture

What is company culture, why is it important and how does customer experience play a role? According to Webster, it is "the set of shared attitudes, values, goals, and practices that characterizes an institution or organization." Culture is very important because it impacts

2 Examples of UX Gone Wrong. Learn From Them!

The number of digital buyers continues to rise every year. "In 2017, an estimated 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to 2.3 trillion U.S. dollars, and projections show growth of up to 4.48 trillion...

CX Example That Stands Out Above The Rest

I'm constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as...

Want Happy Customers? Focus on Employees First.

There's a common phrase, "Happy Employees Bring Happy Customers." It is so true! When people feel valued and enjoy their workplace, they are more likely to be engaged and committed to delighting customers and maximizing their satisfaction and loyalty. So, how does a company apply...

Women Leadership and Customer Experience

There's an increasing amount of conversations about Women and Leadership, and I love it! I believe that the next generation, including my own daughter, will have more opportunities to share their voice, without judgments, and pursue jobs that had been traditionally filled by...

Yelp & SMS Turn Restaurant Experience From Mediocre To Great

How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time? If you’re like me, it is too many to count. While many companies tend to focus on customer experiences at the point people are…

B2B versus B2C. Which Matters More For CX?

Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever bef...

CX Lessons From An Uber Ride

I have used Uber many times over the years. I always request a driver at the moment I need transportation. But recently, I tested out Uber’s pre-scheduling option for a ride to the airport. At the beginning of my journey, my experience was excellent. T...

How 1 Experience Started My CX Passion

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “To Stacy, From Stacy.” Upon opening it, I read a note ...

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