What if long-term revenue stability isn’t about chasing new customers but about deeply understanding and serving the ones you already have? In this episode, Stacy Sherman and Corey Quinn discuss a counterintuitive path to business growth: deep specialization. Discover why focusing on a precise customer can transform your bottom line, build loyalty, and create “revenue certainty” even in unpredictable markets. You’ll hear about the smart use of technology that amplifies, not replaces, the human t...
Oct 28, 2024•24 min•Season 6Ep. 151
What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fre...
Oct 14, 2024•27 min•Season 6Ep. 150
Are your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-time feedback. These practices enhance customer experiences and drive loyalty, setting your brand apart. Learn how to foster a culture where everyone ...
Oct 07, 2024•11 min•Season 6Ep. 149
Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower leaders to build deeper connections, foster a customer-centric culture, and leverage AI the right way—all while inspiring a workforce that thrives. I...
Oct 02, 2024•28 min•Season 6Ep. 148
What if your team didn’t just show up, but truly cared about every customer interaction? What if blame and excuses were replaced with ownership and pride? Stacy Sherman talks to author Robert J. Hunt about what it really takes to create a culture of accountability. It’s not just about responsibility—it’s about purpose, vision, and giving employees the freedom to act. Learn how to stop the blame game, inspire real ownership, and build a team that’s not just doing the job but committed to consiste...
Sep 23, 2024•30 min•Season 6Ep. 147
Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human interactions. Learn how to tackle resistance to change, optimize feedback systems, and motivate employees for better customer service outcomes. Speci...
Sep 16, 2024•30 min•Season 6Ep. 146
Is the healthcare system truly designed with patients at the center? In this episode, host Stacy Sherman and Maya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and designing systems that prioritize patient needs. From leveraging behavioral science to responsibly using AI, this conversation is filled with actionable strategies for enhancing patient experience. W...
Sep 10, 2024•28 min•Season 6Ep. 145
Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team around exceptional customer service. Stacy offers practical, cost-effective tactics to transform these celebrations into lasting strategies that keep yo...
Sep 03, 2024•12 min•Season 6Ep. 144
How can businesses effectively communicate and deliver real value? Join Stacy Sherman as she revisits her conversation with author Bob Burg. In this rerun from first 10 episodes, they dive into expert strategies for enhancing both customer and employee experiences, understanding the key differences between price and value, and building genuine connections that foster loyalty. Discover the power of influence in business relationships, the impact of authentic leadership, and the importance of lead...
Aug 19, 2024•26 min•Season 5Ep. 143
What if the secret to exceptional customer experiences was hidden in a deck of cards? And what if Wall Street's playbook could transform the way you serve clients? Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. It's not about satisfaction—it's about creating moments that matter. Learn to interpret subtle signals your customers unknowingly provide. Discover how to build a team of 'Adva...
Aug 12, 2024•30 min•Season 5Ep. 142
We're in a new era where AI is reshaping every customer interaction, transforming business models, and redefining customer experience. Companies harnessing AI now will forge unbreakable customer bonds, while those lagging behind risk obsolescence. What does this mean for your business? How can you turn AI from a buzzword into a CX superpower? Join Stacy Sherman and Jim Payne as they unpack the intersection of CX and AI. Discover actionable strategies to thrive in this AI-driven landscape and dri...
Aug 05, 2024•28 min•Season 5Ep. 141
Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building genuine client connections, debunking sales myths, and balancing automation with personal interactions. Discover how to facilitate the buying process, pe...
Jul 29, 2024•30 min•Season 5Ep. 140
Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your com...
Jul 22, 2024•32 min•Season 5Ep. 139
Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal insights on overcoming barriers and maximizing potential, including powerful energy management techniques. Learn to break down silos, empower your team, ...
Jul 15, 2024•28 min•Season 5Ep. 138
Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you...
Jul 08, 2024•29 min•Season 5Ep. 137
Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might make you rethink everything you thought you knew about building lasting connections. Discover why some of the most successful brands are blending digi...
Jul 01, 2024•31 min•Season 5Ep. 136
Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizational values, fostering inter-departmental collaboration, and ensuring everyone feels valued. Sharon shares transformative insights from her book, "He...
Jun 24, 2024•30 min•Season 5Ep. 135
Are your customers feeling like just another face in the crowd? How can you transform their experience into a personalized, unforgettable journey? In this episode, Stacy Sherman and Harry Hynekamp, former VP of Guest Experience at Mercedes-Benz Stadium, unveil the winning plays used to create fanatical customer loyalty in the stadium. Discover how to apply these strategies to any business, from building a customer-centric culture to leveraging technology for personalized experiences. By the end ...
Jun 10, 2024•30 min•Season 5Ep. 134
How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing ...
Jun 03, 2024•29 min•Season 5Ep. 133
Are you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, creating a customer-centric culture, and focusing on retention over acquisition are critical. Understand the difference between leadership and managemen...
May 20, 2024•15 min•Season 5Ep. 132
You likely know the importance of a customer-centric culture, but how do you effectively implement and gauge its success? Stacy Sherman and guest Sam Stern, Senior Manager of CX at LinkedIn, answer these questions and more, including why prioritizing customer needs enhances satisfaction, how Bright Spot Analysis can refine your CX efforts, and which KPIs are crucial for monitoring progress. Additionally, they examine the transformative role of leadership and the significance of psychological saf...
May 14, 2024•33 min•Season 5Ep. 131
Did you know that "Customer service is free" and that "authenticity is radically overrated"? You might be wondering, what do these provocative claims mean? Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin challenge traditional notions of customer experience. They break down why investing in your current customers could be more beneficial than the chase for new ones and how to harness the synergy between humans and AI in a...
May 07, 2024•36 min•Season 5Ep. 130
Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn how to strengthen relationships and boost satisfaction, effectively turning one-time buyers into loyal fans. You'll hear practical strategies that help...
Apr 29, 2024•29 min•Season 5Ep. 129
What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while maintaining human connections. They share perspectives on recognizing individuals, transitioning from corporate to a customer-centric small business, ...
Apr 22, 2024•31 min•Season 128Ep. 5
Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional connections that turn customers into vocal advocates. Plus, learn how prioritizing your current customer base can accelerate revenue growth and enhanc...
Apr 15, 2024•31 min•Season 5Ep. 127
Did you know that a small increase of just 5% in customer satisfaction can significantly boost company revenue? Host Stacy Sherman teams up with customer experience pioneer Lior Arussy to share proven strategies for transforming unhappy clients (detractors) into referring brand advocates (promoters). They'll reveal the economic impact of customer sentiment and the role of personalized experiences leveraging Gen AI to drive business growth. Being customer-centric is no longer a choice, it's a nec...
Apr 08, 2024•31 min•Season 4Ep. 126
Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you understand what it means and the damaging effects across the customer journey? Join host Stacy Sherman and her guest, Speaker Hall of Famer Laurie Guest, as you learn Laurie's game-changing "10 Cent Decision" principle and tactics for small yet impactful changes that lead to big gains. Get actionable insights to reignite passion, combat complacency, and create remarkable customer conversations that ...
Apr 01, 2024•45 min•Season 4Ep. 125
Do cultural gaps undermine your customer service and business relationships? Listen to this revealing discussion on Doing CX Right with Stacy Sherman and Professor Andy Molinsky. Gain insights into enhancing cultural intelligence to bridge communication divides, avoid missteps, and make meaningful connections with diverse customers. You’ll understand the synergy between cultural and emotional intelligence (EQ) and how to leverage both to get meaningful feedback while considering cultural nuances...
Mar 25, 2024•32 min•Season 4Ep. 124
Are hidden fees eroding your customers' trust? Stacy Sherman teams up with Jeremy Hyde, Director of Customer Service at Sun Country Airlines, to tackle the broader implications of pricing strategies on consumer trust and loyalty, that impact all industries. They explore the role of a la carte pricing in making services more accessible and underscore the necessity of clear customer expectations. You'll learn about effectively balancing quality and efficiency, the criticality of investing in your ...
Mar 18, 2024•31 min•Season 4Ep. 123
Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and genuine care. Discover how to leverage revenue-boosting omnichannel approaches rooted in meaningful human connections. Learn about leadership strategies ...
Mar 11, 2024•33 min•Season 4Ep. 122
