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
Dec 4, 2022 • 32min
67. Fireproof Strategies To Lead Teams And Thrive Through Disruption with David Hollenbach
We all face stressful situations. Some put out fires literally, like David Hollenbach who spent 23 years in public safety, while others do so figuratively in the workplace. David shares fireproof strategies to thrive through disruption, overcome limiting beliefs, create a plan for the future, and leave an intentional legacy. You'll hear personal stories and captivating case studies to help you be an effective leader and communicator to improve experiences for employees, customers, citizens ~ all humans. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Nov 27, 2022 • 31min
66. Differentiating Customer Service vs. Customer Experience and Trends with Max Ball
Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Nov 20, 2022 • 25min
65. Improving Customer Service Results Through Empowered Agents with Sean Hawkins
When was the last time you contacted customer service for help with a product or service? How did the conversation go? Was the agent empathetic and helpful, or did you get transferred around with no resolution? Stacy Sherman interviews Sean Hawkins, a seasoned leader with proven customer experience and contact center management expertise, to discuss what great CX looks like and how to intentionally empower agents to deliver customer excellence. There is no reason to ever have a bad customer experience, and it's in your control to mitigate the challenges. Listen, learn and pay it forward. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Nov 11, 2022 • 33min
64. Creating Fun In The Workplace For Better Customer Experience with Rick Bonds
What are your company values and beliefs? Is having fun intentional or an afterthought? How does having fun link to better customer experiences and brand loyalty? Stacy Sherman and customer-centric business leader, Rick Bonds, answer these questions and more. You'll hear valuable examples that you can do to improve your workplace culture, employee engagement, and customer experiences. Small actions, like having fun in the workplace, yield big results. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Nov 5, 2022 • 34min
63. Customer Service Communication Habits To Break with Leslie O' Flahavan
How customer service agents speak and write to customers can make or break a brand’s reputation. When communication goes wrong, people stop buying from brands, write unpleasant reviews and give bad survey ratings. Stacy Sherman brings you Leslie O'Flahavan, LinkedIn instructor and owner of eWrite, to help you understand what great communication looks like. And, what NOT to say that probably never crossed your mind, yet has significant impacts on customer experiences. You’ll also hear actionable tips about effective leadership and ways Gen Z and Gen X can collaborate better despite different communication styles for better results. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Oct 30, 2022 • 31min
62. Becoming an Unforgettable Customer-Centric Company with Jeanne Bliss
How do you become an unforgettable brand that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" Author Jeanne Bliss and Stacy Sherman discuss these topics, including the value of goal mapping versus journey mapping, workforce trends, and earning the right to customer driven-growth. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Oct 23, 2022 • 31min
61. Customer Experience Lessons From Best-In-Class Brands with Joseph Mitchelli Customer Experience Lessons From Best In Class Brands with Joseph Mitchelli
How hard is it to become your customer? What can we learn from brands that consistently achieve customer loyalty as well as employee advocacy too? Stacy Sherman interviews Joseph Michelli, Ph.D., a certified customer experience professional and author of ten business books about companies he has worked with including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel and others. Stacy and Joseph shares actionable CX leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Oct 17, 2022 • 36min
60. Journey Mapping Techniques To Put Customers At The Center Of Your Business With Kerry Bodine
Kerry Bodine, a customer experience expert, joins Stacy Sherman to discuss the importance of putting customers at the center of your business. They explore practical ways to apply human-centered design and journey mapping, debunk misconceptions about customer experience, and emphasize the impact it has on business outcomes. They also highlight the significance of clear mindset and workspace, and share personal experiences and passion for improving customer experiences. Visit DoingCXRight.com/podcast for more details.
Oct 9, 2022 • 31min
59. Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance with Alan Stein, Jr
What can the highest-performing basketball players teach us about delivering exceptional customer experiences? What are leadership strategies that elite athletes use to perform at world-class levels that you can do too? Stacy Sherman and featured guest, Alan Stein, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, answer these questions. Plus, you'll learn how to create unparalleled organizational performance, cohesion, and accountability with earned trust at the forefront. Without a doubt, after listening to this episode, you'll shift your mindset and actions that raise your game to new levels. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Oct 2, 2022 • 35min
58. Creating memorable & personalized customer experiences at scale with David Wachs
How often do you get a personalized handwritten letter in the mail? When received, how does it make you feel? Bet you remember it and may even look at the message longer than a quick text or email buried in your inbox. Stacy Sherman and David Wachs, a serial entrepreneur discuss the lost art of letter writing and a scalable solution that's changing how people interact and connect while also increasing appreciation and gratitude on a massive scale for long-term business success. Listen to the Doing CX Right podcast now. Learn and pay it forward. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
