Doing Customer Experience Right‬ with Stacy Sherman

Many leaders still believe emotions don't belong in business. That limiting belief creates workplaces where employees stay quiet when problems appear, avoid taking ownership for customer outcomes, and follow directions even when they see flaws that will affect customers. Fear is data. It signals when people feel unprepared, unsupported, or uncertain about priorities. When leaders ignore those signals, communication erodes, decision quality declines, and customers experience preventable mistakes and service failures. In this episode of Doing CX Right®, Stacy Sherman talks with Kristen Kavanaugh, a former U.S. Marine Corps officer and Tesla culture executive, about how courageous leadership turns fear into insight and action. Kristen shares what she learned from leading Marines in high-stakes missions and from developing leaders inside Tesla's fast-moving production environment. She explains how confronting fear directly, whether in military operations or corporate transformation, builds discipline, transparency, and faster, more confident decisions that protect both employees and customers. From listening to this episode, you will learn how to: Identify behaviors that show fear is influencing team performance Use emotional data to uncover leadership and operational risks before they reach customers Practice courageous leadership that encourages honesty and customer accountability Replace avoidance with structured communication that drives faster resolution Apply proven methods from Tesla and the military to enhance results under pressure Listen now to hear why emotions are not a side effect of business; they are the business and shapes every decision, every interaction, and every outcome. As Stacy Sherman says: "Emotions are the experience, and matters FAR more than you think.™" Learn more at DoingCXRight.com. Book time with Stacy through this link.

Have you ever pressed one of those green or red smiley buttons in an airport, a store, or even a restroom and wondered if anyone actually looks at the results? In this episode of Doing CX Right®, Stacy Sherman talks with Miika Mäkitalo, CEO of HappyOrNot, the company behind those little feedback buttons found in airports and retail locations around the world. Together, they explore what millions of quick taps reveal about how customers really feel and what most companies miss after collecting the data. What if the frustration at a self-checkout, an empty shelf, or a dirty bathroom was worth millions in lost loyalty? What if the real problem isn't feedback fatigue, but leadership inaction? And what happens when teams are rewarded for listening instead of guessing? It's a conversation that might change the way you think about every small moment a customer decides whether to come back, refer or not! Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Schedule time with Stacy here.

As companies grow and rely more on technology, they often lose the close connection they once had with customers. This "scaling paradox" creates a distance between business leaders and genuine customer feedback, while frontline teams, who interact with customers daily, are often overlooked. That disconnect makes it harder for your business to stay competitive. In this episode of Doing CX Right®, Stacy Sherman talks to Michael Nguyen, who leads Customer Intelligence at Enterpret and has held key roles at Asana and Figma, about how to turn customer complaints into opportunities for loyalty and profitable growth. You'll learn how modern feedback systems and AI reveal patterns in what customers think and feel, which enables leaders to make smarter, faster business decisions. Michael shares examples from companies he works with, like Canva, that show how "closing the loop" by listening, responding, and learning from every customer drives measurable impact. Listen now to discover proven ways to transform customer pain into your most powerful driver of innovation and success. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

Rerun Episode: Back by Popular Demand. Understanding your customers better means measuring the metrics that reveal who they are, what they value, and why they stay. In this episode of Doing CX Right, Stacy Sherman revisits her conversation with Neil Hoyne, Google's Chief Strategist and author of Converted, who shares data-backed strategies for turning customer insights into lasting loyalty. Hoyne explains why companies shouldn't expect commitment after a single purchase—you wouldn't propose on the first date—and how using data to identify high-value customers and personalize their experiences leads to stronger relationships and measurable, long-term growth. Learn more at DoingCXRight.com and subscribe to Newsletter for more actionable strategies. Book time with Stacy Shermamn here.

Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills. Learn more about gaining a competitive edge through an experience mindset at DoingCXRight.com/podcast Book time with Stacy here.

Did you know there's an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many organizations overlook them or treat them as simple gestures but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions. In this episode of Doing CX Right®, Stacy Sherman shares how to turn these events into strategic drivers of year-round customer experience success. And even if you're hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over. Featuring insights from Greg Melia, CEO of CXPA, who shares how CX Day began and why it's become a global movement honoring everyone who delivers exceptional experiences. Learn more at DoingCXRight.com. Book time with Stacy here.

What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they're told "emotion is a soft skill" by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact. In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like Hallmark Business Connections translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week. By the end, you'll see why emotion isn't a soft skill; it's the new currency of customer experience and the most strategic advantage your business has. Learn more at DoingCXRight.com. Book time with Stacy Sherman through this link. Listen to HBC full episode here

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit DoingCXRight.com. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI. Learn more at DoingCXRight.com. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.

It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at DoingCXRight.com. Book time with Stacy through this link.