Stacy Sherman

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...

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...

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