Customer Service and Culture Lesson From LinkedIn’s Sam Stern

by | May 14, 2024 | DoingCXRight®‬ Podcast | 0 comments

Doing CX Right podcast show on Spotify with host Stacy Sherman
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Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
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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 safety in managing change.

Customer Service and Culture Topics Discussed:

  • How Sam Stern’s eclectic background, from owning a food truck to forging ahead on customer experience teams at top companies like LinkedIn, nurtures a rich perspective on CX.
  • Insights into the cultivation of a customer-centric culture within your enterprise and why this ethos is central to long-term organizational success.
  • The often underestimated timeframes and dedication required for true cultural transformation and why senior leadership’s ownership of this process is non-negotiable.
  • Tips on utilizing employee engagement metrics and loyalty as a barometer for your company’s customer-centric pulse.
  • The revelation of Bright Spot Analysis: a transformative method for fostering change and reinforcing constructive behaviors across teams.
  • Valuable leadership and self-care principles that Sam Stern champions for leading teams with authenticity and effectiveness.
  • Strategies to leverage AI and emerging technologies to bolster, rather than intimidate, your workforce.
  • A refreshing viewpoint on psychological safety’s impact in facilitating organizational and individual shifts towards a more customer-aligned paradigm.

    Timestamps

    [00:38] – [01:15] Fun fact about Sam owning a food truck
    [01:15] – [03:11] Discussion about Sam’s path from entrepreneurship to corporate
    [03:11] – [04:08] Advice for Sam’s younger self about taking time
    [04:08] – [06:25] Culture transformation taking 5+ years
    [06:25] – [07:13] Relation to Stacy’s entrepreneurial experience
    [07:13] – [08:32] Definition of doing customer experience right
    [08:32] – [10:14] Connection between customer experience and company culture
    [10:14] – [11:46] Who owns culture transformation in an organization
    [11:46] – [13:06] Role of AI in culture transformation
    [13:06] – [14:43] Using AI for learning and development simulations
    [14:43] – [16:39] Importance of psychological safety in culture transformation
    [16:39] – [19:12] Bright spot analysis technique
    [19:12] – [20:04] Example of bright spot analysis at Hampton Inn
    [20:04] – [20:54] Importance of leadership being customer-centric
    [20:54] – [22:30] Five steps to shift towards customer-centric culture
    [22:30] – [23:23] First step – having a clear “why” statement
    [23:23] – [25:25] Metrics to evaluate culture

    Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the wisdom shared that can be your game changer. 

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    About Sam Stern:  

    Sam is a member of the customer experience team at LinkedIn, focusing on CX vision, experience design, and customer-centric culture. Previously he started the customer experience practice at New Balance, and worked for 16 years as a CX analyst and consultant at Forrester Research.

    Sam shares his CX thought-leadership in his CX Patterns newsletter on LinkedIn, and his CX Patterns podcast, available everywhere fine podcasts can be found. He also publishes regularly on CMSWire, and has created two LinkedIn Learning course on Customer Experience.

    Connect with Sam on Linkedin. And, check out his Linkedin Learning courses.

     

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker, journalist, co-author of two books, 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 for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

    Keyword themes: Doing CX Right podcast business customer service  customer experience

    Master Your Customer Experience and Service Skills with Stacy Sherman

    *All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.

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