Doing Customer Experience Right with Stacy Sherman
Doing CX Right®
The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you’ll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business.
Episodes
Mentioned books
May 14, 2023 • 33min
87. Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service with Josh Bersin
Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations. You'll gain insights to foster a work environment that attracts and retains top talent. Likewise, you'll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
May 7, 2023 • 34min
86. The Trifecta of Trust: A Blueprint for Customer Experience Success with Joe Folkman
Are you a business leader seeking better ways to retain customers fueled by trusted employees? Are you struggling to create a culture of trust in your business? Host Stacy Sherman and Joe Folkman, a leadership expert, explain how to achieve goals based on three pillars of the "Trust Trifecta." You'll hear helpful insights on cultivating strong relationships and repairing trust when it's been broken. Without trust, there's no way to build strong teams, meaningful communications, positive work environments, and healthy relationships. So, take notes and apply the many proven tactics to improve your trust-building skills for better outcomes in business and life. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Apr 28, 2023 • 33min
85. Doing Digital Transformation Right - The Merge of Humans and AI Bots with Marcell Vollmer
Digital transformation is affecting how we provide customer experiences in new ways. You may be wondering about how we co-exist with AI robots. Will there be more collaboration between the two in the future or competition? Will emerging technology lead to job displacement and/or new job opportunities?What is the future of work, or is the future now as we’re already using wearable devices, blockchain, Chat GPT, and more? Marcell Vollmer, a digital transformation executive who has worked at Boston Consultant Group and SAP, and I share about how to thrive and succeed in a rapidly changing world. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Apr 23, 2023 • 30min
84. 5 Essential Elements of Creating Loyal Advocates and Raving Fans with Brittany Hodak
Are you struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactly what to do. Customer experience expert, Stacy Sherman sits down with Brittany Hodak, award-winning entrepreneur, and author, to discuss the five essential elements of creating superfans. Drawing on her experience working with big brands like Walmart and Disney, as well as performers like Katy Perry and Dolly Parton, Brittany shares valuable insights and key lessons from her background in the entertainment industry that will help you get customers to buy again and continuously recommend your brand too. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Apr 16, 2023 • 32min
83. The Competitive Edge - How Disruptive Start-Up Is Winning with Customer Experience featuring Zach Picon
If you are looking for proven strategies to start an innovative business, grow and disrupt any industry, then this episode is for you. Host Stacy Sherman speaks to entrepreneur Zach Picon, co-owner of Crewfair, who is redefining the travel industry with customer experience at the forefront. Zach and his partners figured out a way to gain a competitive advantage, starting with discovering buyer needs and solving real gaps in the marketplace. Their success also comes from hiring the right customer-centric people, scaling in a methodical way, and personalizing experiences that you can do too. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Apr 9, 2023 • 31min
82. Unlock the Secrets of Starting a Thriving Customer-Centric Business or Side Hustle with Marcus Köhnlein
Are you struggling to build a successful, sustainable business that truly puts the customer first? Do you want to transform your business culture & deliver exceptional customer service experiences as a brand differentiator in today's competitive market? If yes, then you'll learn a lot from this episode. Stacy Sherman sits down with entrepreneur Marcus Kohnlein, who has built multiple successful customer-centric businesses from scratch. Marcus shares his insights and lessons, providing practical strategies to help you start or reinvent your company. Plus, useful customer experience tactics that apply to side hustles too. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Apr 1, 2023 • 30min
81. The Future of Customer Service - How Generative AI is Changing the Game with Evan Kirstil
What is generative artificial intelligence, or AI for short? How can we leverage AI in business to enhance customer experiences and service agents to be more efficient while maintaining empathetic human interactions? Stacy Sherman and Even Kirstel, an expert analyst in disruptive technologies w/ 550K followers, answer these questions and much more to help you achieve business success as technology is changing our experiences rapidly. It's important to get educated and apply the latest technology developments to stay competitive. Yet without losing the HUMAN HEART in business. You’ll learn how to merge it all from his episode. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Mar 26, 2023 • 30min
80. The Path to Reinvention: Transforming Your Work and Life for Lasting Success with Joanne Lipman
In a world where people are experiencing disruptions, some forced and others by choice, a common question is, what's next? Stacy Sherman sits down with bestselling author and Wallstreet Journalist Joanne Lipman to discuss the topic of reinvention and transformation with concrete steps for business and personal growth. You'll hear insights and actionable tips from research and case studies to know when it's the right time for a change. Leaders will learn how to support employees so that they gain more fulfillment, which ultimately fuels better customer experiences. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Mar 19, 2023 • 25min
79. The Science Behind Happy Leadership and Improved Customer Service Experiences With Tia Graham
Do your work teams seem disengaged? Are you looking for simple impactful ways to enhance your company culture? Stacy Sherman and guest Tia Graham, an expert on positive psychology, discuss eight steps for creating a workplace of happy leadership that elevates employee engagement and drives bottom-line results. You'll hear fascinating research and learn how investing in relationships can lead to greater success than focusing on completing tasks. We want you to take control of your own happiness and become a change agent for positive leadership, as your colleagues and customers will see and feel it. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Mar 12, 2023 • 31min
78. The Art of Mastering Your Authentic Voice for Maximum Success with Cynthia James
Your voice matters! Whether you're a new employee trying to make a good impression or a seasoned professional looking to make a difference, having a confident voice is essential to getting what you want for ongoing success. For many people, speaking up is intimidating. You might worry about being judged or feel you have nothing valuable to contribute. Yet, you have something to offer, and your perspective and experiences are valuable to customers, colleagues, and the organization. Listen to Stacy Sherman's interview with Cynthia James, International Coach, who shares details from her book and how to use your voice as a tool of engagement. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
