Stacy Sherman
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...
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 or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as...
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 likely to be engaged and committed to delighting customers and maximizing their satisfaction and loyalty. So, how does a company apply...
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 daughter, will have more opportunities to share their voice, without judgments, and pursue jobs that had been traditionally filled by...
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, it is too many to count. While many companies tend to focus on customer experiences at the point people are…
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 is because people buy from people. B2B buyers are behaving like consumers more than ever bef...
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...