Stacy Sherman

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...

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...

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....

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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 actuall...

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 ...

Are You Guilty Of 10 CX Mistakes?

Customer friction can be a key factor on why people will abandon a website, leave a store without buying, disconnect from a monthly service plan and more. In past articles, I’ve written a lot about the need to make the customer journey SIMPLE, EASY an...

3 Actionable Lessons in DoingCXRight

The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product q...

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