Stacy Sherman

8 Strategies To Get Great Customer Service (It Starts With You!)

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my article featured in Psychology Today, co-written with psychiatrist and author, Dr. Grant Brenner. We discuss...

How to Shift Your Strategy Without Hindering CX

The coronavirus outbreak has changed the way we live. It's impacting people very differently. I decided to take my passion for understanding and studying human behaviors to the next level for a greater purpose. As the pandemic spreads, I've been interviewing people around the...

What People 🌎 Are Doing To Be Productive & Content During Coronavirus Outbreak

Good often comes from bad circumstances. It’s hard to see or feel it as we’re living through the coronavirus pandemic, but past situations prove that we get through tough times as employees, customers, and families having human experiences. The key is reframing our thinking...

When Employees L❤️VE Their Job, Customers Feel It!

While there are many ways to create positive emotions to fuel brand trust, loyalty, and referrals, customer satisfaction starts with employees first. When employees are genuinely happy, it transfers to customers regardless of industry or location in the world. I know this first hand...

How To Create WOW Moments For CX Success (Try This Easy Technique)

Over the years, I've been speaking and writing about the importance of experiences and Wow Moments to drive happy customers and engaged employees. I am a believer in what Maya Angelou says, "People may not recall WHAT you did or the words you said, but...

How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips)

It’s no secret that happy employees yield better business results. There's a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. They go hand-in-hand. As leadership expert Simon Sinek says, “Customers will never love a company until the...

How to Leverage “Smiles & Frowns” to Improve Customer Experiences

You've probably seen signs in restaurants, hotels, and other locations requesting customers for feedback about their experiences. It is common practice more than ever before, even in unusual places like public bathrooms. Focusing on customer experience (CX) and capturing the Voice of Customers (VOC)...

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...

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