Stacy Sherman
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...
Why Mobile Is A Key Factor in Winning Customer Experience (infographic)
People have increasingly higher expectations and demands for better shopping experiences. While we just finished the holiday season when purchasing is at its highest, customers pay attention to their experiences and make buying decisions based on their...
Return Policies Have BIG Impact on #CX. Apply Best Practices‼️
Online shoppers often determine which stores to buy from based on their understanding return requirements upfront. According to UPS consumer surveys, “66% of shoppers review a retailer’s return policy before making a purchase. 15% abandon a cart w...
NPS Survey Question – Should It Be First Or Last?
I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, to understand customer perceptions and expectations across different touch points. To be effective and acquire actionable insights,...
DoingCXRight Means Delivering Unexpected Customer Value
My passion for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating a large box to be delivered, especially with a label that read “To Stacy, From Stacy.” Upon opening it, I read...
How To Get Voice of Customer & Apply Best Practices
Getting Voice of Customer (VOC) feedback is an essential part of conducting business. I’ve seen too many companies develop new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch. The same holds...
How To Measure Customer Experience
There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do” but rather a “have to do” to win in a competitive marketplace. Considering the...
Customer Personas…What’s All The Hype?
Whether new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Knowing what personas are NOT is equally important to create desired outcomes versus...
What Is Big Data and Why Should I Care?
Big data has become part of our daily language. We read about big data. We see companies that are "experts in big data." LinkedIn is filled with big data engineers and analysts. But what is big data, where did it come from, and why...
Make It Easy For Customers To Get Help
Considering it is less expensive for companies to keep a current customer than to acquire a new one, it is essential for businesses to deliver exceptional support at the moment people need it. While providing help is not a novel concept, many brands...
E-Commerce and Doing CX Right
Image source: Adobe Not too long ago, consumers had to drive to a retail store in order to buy and get a new product or service. The launch of E-commerce has significantly improved shopper experiences offering more convenience, time savings, expanded product choices and easier access...
