Stacy Sherman
The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles
Have you ever wondered how Motherhood and leadership intertwine? Do you realize the impact of Motherhood on your approach to customer experience (CX)? It's fascinating how the skills and lessons learned from being a mom shape our CX role while our customer-centric mindset enhances...
How To Build and Maintain A Successful Online Community That Enhances Customer Experiences
Online communities are very useful to enhance human connections and customer experiences. First and foremost, they provide a platform for people to share knowledge with each other. This is especially valuable for businesses that sell complex products and unique services, as customers may have...
Hooked On Customers: Habits of Legendary Customer-Centric Companies
What does it mean to be ‘hooked on customers?’ How does it propel businesses into action? I recently interviewed Bob Thompson, CEO of Customer Think Corp, about these topics on my Doing CX Right podcast (episode 54) to help you understand the importance of...
7 Signs You’re a Good Leader
Simon Sinek says “Leaders Eat Last.”Scott McKain says “Leaders Eat With.” How do you know you’re a good leader? Some people will tell you. Others may not. It’s important to pay attention to the signs as 70% of workers who voluntarily resign don’t quit their job…they quit their…
Workplace Trends in 2022 and Beyond
There is no doubt that customer experience (CX) is a key brand differentiator, and will continue to be a driving force for company success in 2022 and beyond. What workforce trends do brand leaders need to plan for and take action to retain employees and...
How You Can Get Customers Back Again & Again
I recently featured Shep Hyken, a customer service and experience expert, on my podcast about how to get and keep loyal customers. One of the most fundamental rules of business is that it is much better to have a customer come back five times...
What’s The Fate of A Customer Experience Officer (CXO)?
Do you think CXO and related leadership roles will go away at most organizations in the foreseeable future?
10 Easy Ways To Get More Organized To Enhance Experiences
In order to experience each day in a joyful and productive way, we need to be organized. It’s unlikely we can show up as our best selves and have the capacity to serve others when feeling overwhelmed. While I have favorite apps and techniques,...
Why You Must Drive the Customer Experience with the Employee Experience
Why does the employee experience matter just as much, if not more than the customer experience? Stacy Sherman joined Gabe Larsen and Vikas Bhambri from Kustomer to discuss why this is true and other incredibly insightful information. (You can hear our discussions on the Customer Service Secrets...
Improving Experiences For People With Disabilities
Can you imagine having 84 surgeries before the age of 50? Think about the number. Who could ever survive that physically or mentally except a superhero, and her name is Stacy Hirschberg. Stacy’s journey with disabilities is eye-opening from a customer, employee, and patient perspective. In honor of International Day...
How To Make CX & “Voice of Customer” Your Game Changer
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular...
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...