Doing CX Right

MAY 10, 2024

Read Stacy Sherman and Seth Godin's conversation. The post Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin appeared first on Doing CX Right. Is "Customer Service Free"? What does this mean and how can it transform your brand?

Loyalty 52

Loyalty Customer Service Customers Brands 52

Doing CX Right

JANUARY 12, 2025

Learn how the revolutionary "15% rule" sparks billion-dollar innovations, why kindness drives productivity, and how to build design teams that deliver impactful results with Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini.

Company 59

Company Innovation How To 59

Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Connect and learn more about Stacy on her platforms: Twitter. Hello to you, Stacy.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Doing CX Right

OCTOBER 21, 2023

Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. Why does podcasting matter? The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right.

Brands 116

Brands Customer Engagement Engagement Customers 116

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. Stacy mentioned that her team is doing “peace of mind” calls. She recently responded to one of my tweets, which was the creative spark for this post. These are soft skills.

Customer Service Training 146

Customer Service Training Training Customer Service Course 146

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. Stacy is a Founding CX Board Member and Advisor @ Rutgers University and Blogger: www.DoingCXRight.com.

Hotels 113

Hotels B2C Loyalty B2B 113

Doing CX Right

NOVEMBER 20, 2023

Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.

ROI 111

ROI Customer Experience Leadership Customers 111

Doing CX Right

JANUARY 17, 2021

Read Stacy Sherman's story and leadership lessons to inspire your success. Are there people in your family that were business transformational leaders? The post 10 Leadership Lessons From Growing Up With A Wallstreet Mom appeared first on Doing CX Right.

Leadership 111

Leadership 111

Doing CX Right

FEBRUARY 3, 2025

Stacy Sherman and professor Lisa Kaplowitz reveal leadership strategies to boost engagement, reduce turnover & drive success The post How To Retain Your Best People During Challenging Times appeared first on Doing CX Right. Learn how successful companies retain top talent during change.

How To 100

How To Leadership Strategy Engagement 100

Doing CX Right

JULY 3, 2021

Read Stacy Sherman's view as you form an opinion. Is the Customer Experience Officer role increasing or becoming obsolete as WSJ article questions. The post What’s The Fate of A Customer Experience Officer (CXO)? appeared first on Doing CX Right.

Customer Experience 105

Customer Experience Customers Leadership 105

Doing CX Right

FEBRUARY 14, 2024

Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos. Explore AI's transformative power to elevate retail customer customer service.

Retail 106

Retail Customer Service Customer Insights Customers 106

Doing CX Right

OCTOBER 8, 2023

Joe Wheeler joins Stacy Sherman to discuss how you can design immersive customer experiences in a digital-first world. You'll learn actionable strategies based on case studies of leading brands. The post Designing Immersive Customer Experiences Based on Leading Brand Case Studies appeared first on Doing CX Right.

Case Study 105

Case Study Study Brands Customer Experience 105

Doing CX Right

MARCH 5, 2023

Brian Solis, Author, and VP of Global Innovation at Salesforce joins Stacy Sherman's DoingCXRight podcast about creating superior customer experiences by balancing AI, emerging tech & human interactions. The post AI and the Human Element: How to Strike a Balance in the Workplace appeared first on Doing CX Right.

How To 104

How To Innovation Interaction Customer Experience 104

Doing CX Right

FEBRUARY 19, 2024

Learn how to leverage emotional intelligence's pivotal role in achieving optimal performance and boosting customer satisfaction with Stacy Sherman and featured guest Daniel Goleman. The post How to Build a Company Culture that Empowers Workers for Optimal Performance appeared first on Doing CX Right.

Culture 104

Culture Company How To Customer Satisfaction 104

Doing CX Right

AUGUST 14, 2023

CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond The post Achieving Customer Experience Goals: Blending People, Tech & Metrics appeared first on Doing CX Right.

Metrics 98

Metrics Customer Experience Customers Strategy 98

Doing CX Right

AUGUST 26, 2022

Catherine Sugarbroad, Chief Revenue Officer and Founder of sWorks.io, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences. The post Leadership Advice And Why Equality Matters appeared first on Doing CX Right.

Leadership 98

Leadership Customer Experience Analytics Data 98

Doing CX Right

JULY 9, 2023

Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership.

Leadership 98

Leadership Innovation Strategy Engagement 98

Doing CX Right

JANUARY 28, 2024

Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. Are toxic employees driving your customers away? The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.

Customer Satisfaction 98

Customer Satisfaction Customers How To Employee Experience 98

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. Sherman and I have a difference of opinion. For our part, Sherman and I know that both the marketing and Customer Experience teams contribute a lot to the bottom line.

Customer Experience 109

Customer Experience Marketing Social Media Consulting 109

CX Journey

FEBRUARY 7, 2019

Image courtesy of Pixabay Today I'm pleased to share a guest post by Stacy Sherman of DoingCXRight. Link to video Stacy Sherman is Head of Customer Experience and Employee Engagement for Schindler Elevator. Learn more about Stacy here. This post originally appeared on the DoingCXRight blog on July 10, 2018.

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

Experience Investigators by 360Connext

OCTOBER 1, 2019

My CX friend Stacy Sherman highlights several ways to get inspired for CX Day, including my TEDx Talk. Scott Draeger, CCXP, VP of Customer Transformation, Quadient. And yours truly — Jeannie Walters, CCXP, CEO/Founder, Experience Investigators. Looking for more webinars? Visit CX Day On-Demand. Get Inspired.

Case Study 137

Case Study Customer Centricity B2B Culture 137

Doing CX Right

SEPTEMBER 9, 2023

Greg Kihlstom, author and two-time CEO, and Stacy Sherman explain how to personalize customer experiences without compromising data privacy and become a respected industry leader. The post Enriching Customer Interactions: the Balance of Personalization and Data Privacy appeared first on Doing CX Right.

Interaction 96

Interaction Data Customers Industry 96

Doing CX Right

MARCH 12, 2023

Evan Kirstel, an expert analyst in disruptive technologies, and Stacy Sherman discuss how you can transform customer experiences with generative AI to achieve service efficiency while maintaining human empathy. The post The Future of Customer Service: How Generative AI is Changing the Game appeared first on Doing CX Right.

Customer Service 91

Customer Service Technology Customers Customer Experience 91

Doing CX Right

SEPTEMBER 12, 2022

Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.

Customer Centricity 89

Customer Centricity Culture Customers Customer Experience 89

Doing CX Right

SEPTEMBER 14, 2024

Learn strategies to balance AI with human interaction, manage change, optimize feedback & motivate teams for better business outcomes with Stacy Sherman and Dave Singer. The post AI Meets Human Touch: Redefining Customer Experience appeared first on Doing CX Right.

Meeting 80

Meeting Customer Experience Feedback Customers 80

GetFeedback

JANUARY 19, 2020

Stacy Sherman, director of customer experience & employee engagement at Schindler Elevator Corporation (U.S.), Create a different map for each major persona–a fictional “stand-in” for a type of customer. Personas can be developed based on customer goals, demographics, and other characteristics that may influence behavior. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Doing CX Right

AUGUST 21, 2022

Richard Owen, CEO at OCX Cognition and co-creator of the NPS system, and Stacy Sherman discuss how to achieve business growth and reduce customer risk BEFORE it’s too late. Listen to proven methodologies and controversial topics that get you thinking and doing CX differently.

Management 75

Management NPS System Customers 75

Doing CX Right

MARCH 9, 2025

In this podcast episode, Stacy Sherman and Neil Hoyne, Chief Strategist at Google, explain how to leverage data to strengthen customer relationships, drive revenue & lasting loyalty. Customers dont just disappearyou lose them.

Data 59

Data Customer relationships Loyalty Customers 59

Doing CX Right

FEBRUARY 23, 2025

Learn valuable lessons from Stacy Sherman and Ben Weiss on strategies to outperform your competition. AI fuels innovation, accelerates development, and transforms product personalization. One company proves how its done right.

Software 59

Software Innovation Strategy Company 59

Beyond Philosophy

JULY 22, 2021

We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue. Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. Sherman thinks it does, by blending in and taking over. Sherman disagrees.

Marketing 88

Marketing Customer Experience Consulting Customers 88

Doing CX Right

NOVEMBER 25, 2024

Transform your contact center into a revenue driver with Stacy Sherman and Neal Topf. Learn how to measure customer service ROI with real business data. The post Customer Service ROI – The Numbers Behind Loyalty appeared first on Doing CX Right.

ROI 64

ROI Loyalty Customer Service Contact Center 64

Doing CX Right

SEPTEMBER 9, 2024

145 with host Stacy Sherman and Pfizer Customer Experience Leader, Miya Grey. Is the healthcare system truly patient-centered? Learn strategies to improve patient access, leverage behavioral science, and use AI responsibly. Listen to Doing CX Right Podcast Ep.

Healthcare 64

Healthcare Strategy Customer Experience System 64

ShepHyken

JUNE 23, 2024

Ageism in the Workplace: Transforming a Challenge into a CX Opportunity by Stacy Sherman (Doing CX Right) Ageism is a critical issue in the workplace, particularly for women who are often labeled as either “too young” or “aged-out and irrelevant.” The overarching concern is age discrimination.

Customer Service 69

Customer Service Loyalty Programs Chatbots Loyalty 69

Doing CX Right

MAY 21, 2023

Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences.

Innovation 69

Innovation Customer Experience Trends Tools 69

Doing CX Right

AUGUST 14, 2022

Greg Melia, CEO of CXPA organization, and Stacy Sherman share valuable ways you can celebrate National CX Day and Customer Service week to show extra appreciation to customers, employees, and agents. The post Driving Positive Outcomes During CX Day, Customer Service Week & Beyond appeared first on Doing CX Right.

Customer Service 69

Customer Service Customers Leadership 69

Doing CX Right

MARCH 23, 2024

Read Stacy Sherman's article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance. The post Customer Experience Role Making An Impact? These 3 Signs Say Yes appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Customers Company Culture 59

Doing CX Right

JANUARY 19, 2025

Learn strategies to strengthen customer relationships, adapt to change & achieve sustainable growth with Stacy Sherman and Aaron Ross. Struggling with unpredictable revenue? The post Predictable Revenue in Unpredictable Times: Strategies for CX Success appeared first on Doing CX Right.

Strategy 59

Strategy Customer relationships Customers 59