Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

Do you want to drive fast scalable growth and profitability? Then you must eliminate what customers hate and make happiness your business strategy. My featured guest, Nick Webb, a world-renowned strategist, best-selling author, and inventor with 40 US Patents, provides solutions to help you maximize customer loyalty. During the episode, you'll hear us discuss simple ways to attract and keep your b...

What to do when 'Great' Isn't Good Enough to Grow Your Business? How can organizations and professionals create distinction to attract and retain customers? Scott McCain, Hall of Fame Speaker, author of "Iconic" and other best-selling books, answers these questions and more through engaging stories. You'll learn actionable solutions to common problems that result in better experiences for employee...

How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world. He shares strategies and tactical ways companies can create their own 'Hyperfans'...

Do you have a customer experience mission? My guest Jeannie Walters, explains why it's important and how it relates to "Creating Fewer Ruined Days for Customers." During this episode, you will also gain actionable tips to identify and protect "at-risk customers" and 5 ways to reduce churn that is in your control. About Jeannie Walters: she is passionate about improving the everyday interactions we...

What is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and author, explains the influence of new technologies (AI, 5G, Iot…) on customer experience, and the human role in a world of automation (i.e. how to delight customers with an empathetic human touch). You'll also hear how the latest technology can solve busi...

How do you establish a speak-up culture to drive innovation and performance at high levels? Stephen Shedletzky, shares wisdom and best practices based on what he's learned from working for Simon Sinek. We discuss: -Why his mission to drive a speak-up culture. -How it's connected to fulfillment? -What leaders can do to provide psychological safety. -Most important lesson for CEOs, Entrepreneurs, an...

How do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker and coach answers this question on Stacy Sherman's Doing CX Right podcast plus... *The importance of being an experience maker. Who, why, and what's it about. *The difference between Customer Experience vs Customer Service and strategies for success. *...

How often do you pause and think about how a simple gesture or interaction impacts a colleague, customer, friend +. Ryan Estis helps company leaders and individual contributors embrace change and achieve breakthrough performance. Most importantly, he teaches how to deliver unforgettable experiences. His true stories will touch the core of your heart as he beautifully portrays a Starbuck Barista, L...

We often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better customer and employee experiences. Although it sounds mundane, it is paying attention that drives productivity, accountability, and ultimately increased profitability. My guest Neen James, author of 9 books, discusses WHO deserves your attention, WHA...

In business, your primary focus must be the value you provide to customers. Value is what makes people trade their money for a service or a product. My guest, Bob Burg, Hall of Fame Keynote Speaker and Bestselling Coauthor of "The Go-Giver" says "money is simply an echo of value. It's the thunder to values' lightning." We dive deep into how companies, sales leaders, and their teams can communicate...

Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: *How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what you do.") *Tactics to make customers LOVE and talk...

Did you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author of Aiming High has achieved much fame, monetary success, and deep lows from drug addictions. Highlights: *What Aiming High means and lessons learned *How to overcome imposter syndrome *Leadership advice from iconic athletes (his clients) *The three wo...

How do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer: it starts with human focussed leaders at the top. Ashok Ramachandran, CEO, and President at Schindler Elevator Corporation-India, is known for leading organizations to achieve profitable success while caring for employees as a first priority. Durin...

Are you using social media to build customer relationships, enhance customer service and gain competitive insights? Madalyn Sklar, a digital marketing expert with 25 years of experience, starting in the early days of the internet (before social media was a thing), provides customer experience tactics that you likely never knew. Huffington Post has named Madalyn one of 50 Women Entrepreneurs to fol...

Stacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan's human-centric approach to employee and customer experience as well as the importance of creating a corporate culture, where employees feel valued and empowered. Key Takeaways: -Look at the human side of change and partner with leadership to drive an employee experience, which results in excitement and engagement...

If you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless. Episode Highlights: *Why CX is not only for big companies *How we can ease friction *What we can do to avoid the hassle for our customers *How technology is changing our human connection with customers *How we can convince a leader to make changes *Advice for entrep...

What does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX? Stacy Sherman answers these questions with CX Pioneer and 7-time author, Colin Shaw. You'll likely want to play this episode twice to get all the actionable tips shared. Learn m...

Net Promoter (NPS) is a popular way to gauge whether your customers are brand advocates (promoters) or dissatisfied (Detractors). Rob Markey, co-founder of the Net Promoter System at Bain, and Stacy Sherman discuss the meaning and evolution of NPS, misperceptions, and ultimate questions to measure customer satisfaction. You'll gain actionable tips to maximize customer loyalty and referrals the rig...

What does customer loyalty really mean? What are proven tactics to get repeat customers? Which brands are doing customer experience right and what are the best actionable tips to build a business culture where employees are committed to driving customers back? Listen to Stacy Sherman's debut podcast featuring NY Times best-selling author, speaker & customer service expert, Shep Hyken. Learn more a...