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Stacy Sherman

Stacy Sherman
Professional speaker, author, and customer experience practitioner. Specializes in helping brand leaders double their income from existing customers. Stacy has coached and delivered hundreds of speeches and workshops based on her Heart & Science™ model that consistently produces tangible results and brand distinction. Recognized repeatedly as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI, Stacy is also a W3 award recipient for her DoingCX Right podcast. Her latest insights are offered through a LinkedIn Learning course, with an upcoming book on Customer Journey Management

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...

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,…

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…

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…

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…

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…

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