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
Jul 25, 2022 • 37min
48. Getting More Organized and Productive Through GTD® with David Allen
There’s a global productivity movement happening in our fast-paced world. Millions of people are changing their approach to apply order to chaos. They're handling life’s demands in a more organized, less stressful way. And freeing up time to better serve clients, employees, family, and friends. How are they doing this? Through GTD® methodology. Stacy Sherman brings you David Allen, an influential thinker and NY Times Best Selling Author of “GETTING THINGS DONE®,” to inform you what GTD is and the 5 core behaviors you need to do to get anything under control, stay relaxed while maximzing productivity. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Jul 15, 2022 • 34min
47. Building Trust And Selling From The Heart With Larry Levine
Trust, credibility, and authenticity are the currencies of sales. Gone are the days of manipulative and pushy salespeople relying on charm to close deals. Stacy Sherman and Larry Levine, author of "Selling From The Heart," challenge modern myths and explain: how to approach buyers and increase sales in a world of information overload and technology fatigue; tactics to recruit and retain great reps while advancing sales results and client retention; strategies to build meaningful relationships and gain an unbeatable competitive advantage. Hint: Success starts within, not out. It's about YOU showing up with integrity, and heart at the forefront. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Jul 9, 2022 • 31min
46. Transforming Customer Experience Through Mystery Shopping
You've probably heard about mystery shopping as it's been a valuable market research tactic for a long time. Yet, there are new aspects to understand when designing a program and measuring what's relevant for customers and your business. Stacy Sherman interviews Claire Boscq, UK's Top 20 Customer Service Influencer, and author, about doing mystery shopping right to gain a competitive advantage. Topics include: How mystery shopping works, pitfalls to avoid, benefits, and best practices for mystery shopping in-person vs. virtually. You'll also hear customer experience leadership tips and ways to enhance employee productivity through BizShui™ Method Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Jun 25, 2022 • 33min
45. Winning On Purpose and Measurements of Success with Fred Reichheld
Thousands of companies around the world have adopted the Net Promoter System (NPS) since its conception two decades ago by my guest, Fred Reichheld. During this episode, Fred explains the newest thinking (NPS 3.0), and best practices for doing it right, as many practitioners achieve a fraction of the system's full potential. We also talk about "Winning On Purpose" and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits. You'll also hear about Earned Growth Rate (EGR): a complementary accounting measure leveraging the power of NPS, and more ways to measure business success. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Jun 18, 2022 • 32min
44. Recruiting & Hiring Best Practices For Customer Success with Sam Brenner
As we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce trends and apply best practices in hiring and retaining customer-centric talent. (Hint: free snacks and ping pong tables in the office are not the answer.) Likewise, candidates seeking more job fulfillment and happiness need to know where and how to predict if a company is a good place to work. Stacy Sherman and business expert Sam Brenner, CEO of CRB Workforce, discuss these topics and how to ensure a great match. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
Jun 12, 2022 • 39min
43. Improving Customer Journeys With Employees As Heroes with Ian Golding
In this episode, customer experience expert Ian Golding shares valuable insights on improving customer journeys through employee engagement. Key topics include the importance of human connection in CX, hiring the right CXOs who challenge the company's thinking, the challenges and resilience of being a CX professional, the power of empathy in leadership, and the significance of resilience in their work.
May 31, 2022 • 31min
42. The Power Of Influencers To Get New Customers with Neal Schaffer
Attracting new customers is getting harder due to disrupting trends, such as declining television viewership, growing social media audiences, and higher usage of ad-blocking technology. Yet, you can be more effective and gain a competitive advantage through the power of influence marketing. Stacy Sherman and guest Neal Schaffer reveal best-kept secrets to identify, approach, and engage valuable influencers who help you get new clients and increase customer loyalty. You'll also learn leadership tactics to inspire and uplift others for optimal results. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
May 28, 2022 • 30min
41. Doing Customer Experience Right Through Content marketing
How can you keep your business at the forefront of peoples' minds when it's time to buy what you sell? The answer is through content marketing when done right. Michael Brenner, author of The Content Formula, and Mean People Suck, shares ways to break through the noise of promotion, dominate your market, get known as a thought leader, and rank #1 for keywords in your industry - by simply sharing the expertise your customers are looking for. Listen and apply best practices to create customer growth and impact in non-traditional ways. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
May 25, 2022 • 36min
40. Making Your Brand Tattoo-Worthy with Jim Knight
Is your brand tattoo-worthy? Do you provide an awesome experience whereby people have a love affair with you so much that they're willing to put ink on their body? , Best-Selling Author (Culture That Rocks, & Leadership That Rocks), explains this really happens and that no matter what your role is in a company, you can be a major influencer of your organization’s culture, lighting it up and making it rock, from the inside out. Listen now and get actionable advice to amp up your business results. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
May 16, 2022 • 28min
39. Breaking Silos and Harnessing Data to Improve Customer Experiences with Celia Fleischaker
How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including breaking silos and harnessing data to drive insights and actions that maximize customer engagement? Stacy Sherman and Celia Fleischaker, Chief Marketing Officer at Verint, dive deep into these CX topics to help you create differentiated experiences and a competitive advantage. During this episode, you'll learn about tools and platforms to gain control of the customer experience and maximize efficiencies through automation, AI and bots without losing the human touch. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
