Are you struggling with creating a customer-centric culture or measuring service effectiveness? This episode with customer service culture experts Stacy Sherman and featured guest, Ron Kauffman, share actionable strategies to break siloed thinking in teams, measure service performance the right way, and harness the power of 'Perception Points' for brand differentiation. Plus, you'll learn from a real-life case study of a toxic culture makeover that you can apply to your business and supercharge ...
Jun 17, 2023•33 min•Season 2Ep. 91
How do top customer-centric brands gain and sustain a loyal following? What are they doing differently that you can replicate at your company? If you want answers to these questions, don't miss this episode of the "Doing CX Right" podcast. Host Stacy Sherman interviews author and solopreneur Dennis Geelen about his "Zero In" formula to grow a customer-centric brand that people love and crave. They discuss practical steps for improving customer experiences in innovative ways based on research and...
Jun 11, 2023•31 min•Season 2Ep. 90
In the highly competitive business world, delivering exceptional customer experiences is critical. To help business leaders differentiate their brands, Stacy Sherman invites Kate Bradley Chernis, founder of Lately AI, to share insights on how artificial intelligence (AI) can complement human collaboration to exceed customer expectations. They dispel fears and misconceptions about AI, emphasizing that it cannot replace the human element of emotional intelligence. Kate also shares lessons learned ...
Jun 03, 2023•34 min•Season 2Ep. 89
Stacy Sherman and Dr. Joerg Storm, Digital Transformation Leader, discuss the power of digitalization on customer experiences. You'll hear the proven success strategies for setting clear goals, making informed technology investments, and truly understanding customer needs to enhance experiences. They dive deep into emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, and provide real-world examples of how these innovations shape the customer experience la...
May 21, 2023•29 min•Season 2Ep. 88
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 p...
May 14, 2023•33 min•Season 2Ep. 87
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 env...
May 07, 2023•34 min•Season 2Ep. 86
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...
Apr 28, 2023•33 min•Season 2Ep. 85
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 insig...
Apr 23, 2023•30 min•Season 2Ep. 84
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...
Apr 16, 2023•32 min•Season 2Ep. 83
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 practi...
Apr 09, 2023•31 min•Season 2Ep. 82
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...
Apr 01, 2023•30 min•Season 2Ep. 81
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...
Mar 26, 2023•30 min•Season 2Ep. 80
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 a...
Mar 19, 2023•25 min•Season 2Ep. 79
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 Stac...
Mar 12, 2023•31 min•Season 2Ep. 78
Stacy Sherman and featured guest Brian Solis, VP of Global Innovation at Salesforce and a best-selling author and futurist, provide valuable insights into leveraging AI and related technology without losing the human element. They discuss the importance of customer-centric approaches to CX and emerging trends in the world of work. Additionally, you'll hear about Brian's latest book, Life Scale, which offers practical guidance for navigating life in a tech-driven world. Tune in now to gain action...
Mar 05, 2023•32 min•Season 2Ep. 77
What makes shows like Saturday Night Live and Late Night with Seth Meyers have consistently loyal fans week after week? What can show business teach corporate leaders and entrepreneurs about gaining and keeping long-term customers? Stacy Sherman interviews Wally Feresten, who has worked at these shows for a long time. You'll hear fascinating stories and important lessons from behind the scenes. They dive deep into the power of company culture, the importance of owning what’s yours, and leading t...
Feb 25, 2023•36 min•Season 2Ep. 76
Want to know how to create addictive products that keep customers coming back for more? Listen to this episode as Stacy Sherman interviews Nir Eyal, a behavioral design expert. They discuss his revolutionary Hook Model, revealing ways businesses can tap into human emotions to influence buyer behavior and make customers loyal to their brand. Plus the impacts of artificial intelligence (AI) on the model and staying ethical while using it. You'll also hear Nir's personal stories about growing up as...
Feb 19, 2023•33 min•Season 2Ep. 75
How is technology changing the customer service industry and what does the future hold for traditional contact centers? Listen to Stacy Sherman and guest Peter Ryan, leading experts on customer experience, as they explore the latest developments in emerging delivery models, such as nearshore and offshore locations, remote work, and gig CX. In this episode, they share real-life examples of companies doing customer service right and lessons from those that are falling short. Take notes and you goi...
Feb 12, 2023•34 min•Season 2Ep. 74
What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It's about telling stories, building brands, and creating intentional journeys for customers. Additional topics include the connection between Marketing and CX and whether one can be considered the new version of the other....
Feb 05, 2023•32 min•Season 2Ep. 73
What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric brands leverage OKRs and Agile processes to improve revenue, profitability, and customer loyalty. You may be wondering, what is an OKR? Why is there so much hype about Agile frameworks? Customer experience expert Stacy Sherman interviews Anthony Coppedge, IBM's Global Digital Sales leader, to help you learn proven tactics to deliver more value in simp...
Jan 29, 2023•31 min•Season 2Ep. 72
Regret is an intense human emotion that can be experienced when we have made a mistake or missed an opportunity. Regret often brings feelings of guilt, remorse, or shame. While regret can be unpleasant, it can also serve as a powerful motivator for change and improvement in and out of the work environment. In this episode of Doing CX Right, Stacy Sherman and Daniel H. Pink, the author of five New York Times bestsellers, explain the value of regret and how looking backward moves us forward. What ...
Jan 21, 2023•31 min•Season 2Ep. 71
Workplace flexibility is no longer a nice benefit. It’s an expectation employees have when choosing a company to work for, stay with, and recommend. But what does flexibility really mean? Traditionally people refer to flexibility as WHERE they work, yet it's also about WHEN too. Stacy Sherman and Brian Elliott, Author, SVP at Slack, and Executive Leader of Future Forum, explain the value of “scheduled flexibility” as a brand differentiator. You'll hear tactics to overcome naysayers who don’t sup...
Jan 15, 2023•35 min•Season 2Ep. 70
Stacy Sherman and Mark Schaefer, author of multiple best-selling books, discuss the revolutionary power of CX (customer experience), social media, and influence marketing. We're on the cusp of a revolution and can achieve breakthrough results by doing these right. Show topics include: Definition of influencer marketing Role of technology in influencer marketing The ROI- Return on Influence Social media impacts and the current state of Twitter. "Is it stuck? Can it be saved?" Ways to reach "super...
Jan 08, 2023•32 min•Season 2Ep. 69
Do you make dangerous assumptions and fall into the trap of thinking you know exactly what customers want, only to discover that your solutions are not resonating? Are people not buying or recommending enough? You can avoid this situation by applying user experience (UX) and customer experience (CX) best practices, which are not the same. In this episode, you'll hear Stacy Sherman and Zach Pousman, the founder of Helpfully, discuss tactics to decode customer behaviors and create what people trul...
Jan 01, 2023•33 min•Season 2Ep. 68
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...
Dec 04, 2022•32 min•Season 1Ep. 67
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...
Nov 27, 2022•31 min•Season 1Ep. 66
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 expe...
Nov 20, 2022•25 min•Season 1Ep. 65
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 Exper...
Nov 11, 2022•33 min•Season 1Ep. 64
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 ...
Nov 05, 2022•34 min•Season 1Ep. 63
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 30, 2022•31 min•Season 1Ep. 62
