Are you struggling to create lasting emotional connections with customers?
Customer experience and service quality have been topics of discussion for decades. Yet, in our current landscape where digital disruption and rising expectations are the norm, many companies still haven’t evolved past providing basic customer service. Stacy Sherman’s recent podcast interview with renowned CX speaker Lisa Ford tackled this pressing question — is good service still good enough today?
Discover new perspectives that will inspire you to raise the bar on the experiences you create. You’ll walk away with specific leadership advice and real-world examples from top brands on how to turn satisfied customers into enthusiastic promoters.
Customer Experience (CX) Topics In Podcast Ep. 112:
(00:31) Lisa’s background and focus on customer service/experience
(02:45) Difference between customer service and customer experience
(08:04) Barriers to good CX like leadership, processes, silos between teams
(11:18 ) Examples of companies doing CX well
(15:57) Why customer service alone is not enough
(19:20) Building loyalty and value through CX
(22:41) Role of technology and processes in customer experience
(28:42) Keys for leadership and execution
Key Takeaways: Steps for Elevating Beyond Service to Loyalty
- Secure executive commitment to prioritizing CX with investments tied to business outcomes
- Map cross-channel customer journeys to pinpoint pain points and opportunities to differentiate
- Break down data silos so all teams can access insights to personalize engagements
- Identify moments of truth where proactive interventions and guidance boost perceived value
- Audit technologies like websites and chat for potential friction, then optimize
- Train staff on individualized sales and service tailored to customer lifecycles and needs
- Develop voice of the customer programs to quickly address experience gaps and perpetually improve
- And more….
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About Lisa Ford:
A speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations
Learn more about Lisa on her website
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.
Keyword themes: DoingCXRight podcast business, customer service, contact center marketing
Thanks for this platform. Customer experience has never been so critical in today’s public service delivery programmes. Public mistrust is a growing global, silent pandemic. Governments need to tap into the experiences, tools and best practices drawn from the private sector. I have in mind, the travel and hospitality industry, where CX is the heart beat of this industry, hence they are the number one industry in terms of CX. Governments should adopt and institutionalize CX in all their operations. It will take a shift in mind-sets and great leadership to make this work. After all, the public is yearning to be served better and faster, using technology as an enabler.
Well done and much appreciated!!!