Are you aiming to make your business ridiculously easy for customers to interact with?
What are the essential steps to reach this pinnacle of customer-centric success?
In this episode, Stacy Sherman joins forces with David Avrin, renowned expert in customer experience, to dive into pivotal questions. They explore the nuances of simplifying your business processes and designing an intuitive and seamless customer journey.
You’ll hear strategies and necessary mindset shifts to elevate your customer-centric business, making it not just an option but a preferred choice for your customers–a brand that customers love and keep coming back to, time and time again!
Customer Experience Show Highlights:
[2:50] The shift from marketing/branding to focusing on CX
[7:11] Why convenience and speed matter more than quality now
[10:32] Friction from overly rigid processes
[11:31] Empowering staff to improve CX
[13:24] Using customer journey mapping to identify pain points
[16:44] Leveraging predictive analytics to identify at-risk customers
[19:06] The importance of breaking data silos
[25:29] Leadership lessons for enabling great CX
Key Takeaways & Valuable Business Quotes
“Quality is the entry fee. It gives you permission to do business today, but it’s not a competitive advantage anymore,” David emphasized. Research shows convenience and speed often matter more.
Empower Staff, Don’t Shackle Them
What happens when you over-control staff interactions out of fear of risk?
“Rigid, inflexible experiences that heighten frustration,” David explained.
The solution? Move from scripted service to truly empowering staff to deliver personalized care. It leads to profit when done right.
Break Data and Human Silos
“You’ve got to break the data silos. You’ve got to break the human silos in companies,” Stacy Sherman
David added brilliantly, “the more data points we can connect and intersect, the better our predictive analysis will be.”
The future is using all data across the company to shape better CX.
Leaders Must Recognize Changing Business Priorities
Why do many leaders cling to beliefs about competitive advantage that customers no longer care about?
David explained it’s often hard to let go of historical perspectives. But the world has changed.
Leadership is recognizing what motivates your team isn’t necessarily the changing truth that customers reveal.
CX vs. Customer Service – Know the Difference!
Don’t confuse CX and customer service. While related, they are not the same.
Customer service is one component of the overall journey. CX is the full experience end-to-end.
When done right, CX attracts and retains happy customers spending more. But it takes empowered leadership, breaking silos, analyzing data, and truly making it easy.
Watch Stacy and David discuss more👇
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About David Avrin:
David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.
David’s insights have been featured on thousands of media outlets around the world. He is also the author of five books including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: The Morning Huddle — Powerful Customer Experience Conversations to Wake You Up, Shake You Up, and Win More Business.
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About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.
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