Did you know there’s an international Customer Experience (CX) Day and Customer Service Week dedicated to celebrating the people who create great experiences? Many companies overlook them or treat them as simple gestures, but they can be powerful opportunities to unite teams, build loyalty, and strengthen company culture through meaningful, practical actions.
In this episode of Doing CX Right®, Stacy Sherman shares 8 ways to turn these events into year-round habits that keep employees engaged and customers coming back. And even if you’re hearing this episode after CX Day or Customer Service Week, the lessons still apply because appreciation and connection must not end when the calendar says the celebration is over.
Stacy speaks from experience. When she introduced these events to companies that had never celebrated them before, what started as a small initiative quickly grew into an annual tradition. Employees who once felt isolated began to see their work as part of a much bigger mission.
What You Will Learn
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How to unite every department around the customer, not only frontline teams
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Low-cost ways to make employees feel recognized and valued
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How to turn customer stories and feedback into loyalty that lasts all year
Read Full Episode Transcript
Full Transcript:
Stacy Sherman: Welcome to the Doing CX Right show. I’m your host, Stacy Sherman, a professional speaker and advisor, educating business leaders how to boost revenue and brand reputation the right way. Too many companies are losing customers and top talent and don’t know why. Well, by listening to this show, you’ll gain valuable insights and precise strategies to close the gap and make experience management your competitive advantage.
[00:00:25] Stacy Sherman: I’m diving deep into new research and case studies to help you differentiate your brand in this high-tech era. Think of my show as your personal masterclass. By the way, if you’re looking for a speaker at your next event, a content partner, or someone to ensure that your team is doing CX right for better results, contact me at doingcxright.com.
[00:00:49] ss: Today I want to share a very important, yet simple idea. One that can completely transform your company.
[00:00:57] ss: It’s not about new technology, flashy [00:01:00] marketing, or the latest buzzword. It’s about something far more powerful, yet often overlooked. I’m talking about an opportunity that can redefine how you connect with your customers and your team. It’s an occasion that could change everything, whether you’re in retail, finance, tech, or any other industry.
[00:01:23] ss: You see, many companies are facing a quiet crisis. A struggle to keep customers loyal, to keep employees inspired, and to keep everyone on the same page about what really matters. But what if there was a way to turn that struggle into a strength? Let’s talk about CX Day and Customer Service Week. These aren’t just dates on a calendar, they’re powerful opportunities to unite your organization around a shared mission of delivering exceptional customer experiences.
[00:01:58] Stacy Sherman: CX Day, [00:02:00] celebrated on the first Tuesday of October, was created by the Customer Experience Professionals Association, CXPA. It’s a global event designed to honor those who are dedicated to improving customer experiences,
[00:02:15] Stacy Sherman: recognizing the entire journey your customers take with your brand, from the very first interaction to the last.
[00:02:23] Stacy Sherman: But it doesn’t stop there. CX Day is part of a larger celebration, Customer Service Week, which extends the focus and makes it clear that customer experience is everyone’s responsibility. This week isn’t just about the frontline staff, it’s for every department, every role, and every person who contributes to the customer journey.
[00:02:47] Stacy Sherman: So, why does this matter? Because right now, many organizations are struggling to keep their teams aligned and motivated. Departments operate in silos. [00:03:00] Communication breaks down. And the customer often becomes an afterthought rather than the focus. But CX Day and Customer Service Week can be the catalyst that changes all that.
[00:03:12] Stacy Sherman: Listen to my conversation for a moment with Greg Melia, CEO of CXPA, who explains more about this special occasion.
[00:03:22]
[00:03:22] Stacy Sherman: Let’s start with who are you, and what do you do professionally?
[00:03:22] Greg Melia: Yeah, Greg Milia, CAE Certified Association Executive, and I think that CX that we hold in common is the passion for advancing customer experience. And that’s what I get to do in my day job. I’m the CEO of the Customer Experience Professionals Association. So, you get the best of both worlds.
[00:03:27] Greg Melia: I get to do my association thing. I get to do my CX thing and I get to work and meet great people like you.
[00:03:33] Stacy Sherman: I wanna talk about customer experience day, CX day,
[00:03:37] Greg Melia: yeah, I think it was probably in 2013 uh, uh, uh, or so that uh, the board of directors had the foresight to ask for a congressional proclamation to recognize CX day. And so CX day is the first Tuesday in October, and it is part of customer service week and that it is important because [00:04:00] CX is so closely related to customer service, but it’s also distinct. You know it’s also a way for us to think about designing and creating
[00:04:08] Greg Melia: systems that allow for the customer to get the result and the outcome they want, without it becoming a service recovery issue or becoming a reactive request. So really thinking about design and delivery. But what I love about CX day is that CXPA was smart enough to create a movement
[00:04:23] Greg Melia: and what that means is that we empower companies. We empower you know, CX networks. We empower our competitors all to come together.
[00:04:23] Stacy Sherman: I love that.
[00:04:24] ss: CX Day and Customer Service Week are truly transformational when done right. I’ve seen firsthand multiple times the impact.
[00:04:33] ss: When I introduced CX day to organizations that had never celebrated before, what started as a small initiative, a simple acknowledgement of the importance of customer experience, quickly grew into an annual tradition that became a cornerstone of the company’s culture. Employees who once felt isolated, began to see their work as part of a Much bigger mission,
[00:04:58] ss: one that mattered [00:05:00] deeply to both the company and its customers.
[00:05:03] Stacy Sherman: Now you might be wondering how to make this happen without a large budget. The good news is you don’t need one. What you need is intention, creativity, and a commitment to making every team member feel valued and connected to the customer’s journey. Here are some practical, cost effective ways to make CX Day and Customer Service Week Incredibly impactful.
[00:05:28] Stacy Sherman: Start with a heartfelt message from your CEO or Chief People Officer. This isn’t just a formality. It’s an opportunity to set the tone, acknowledge the hard work of your employees, and reinforce the importance of customer experience across your organization.
[00:05:46] Stacy Sherman: Next, Consider the power of a handwritten note. In an age where communication is often digital and impersonal, a handwritten note stands out. Take the time to write to [00:06:00] your top customers, thanking them for their loyalty and partnership. This small gesture can strengthen relationships and build loyalty in ways that emails or automated messages simply cannot.
[00:06:13] Stacy Sherman: Use your social media platforms to highlight employees who have gone above and beyond, or to share customer stories that Exemplify your brand’s values. Social media is a powerful tool to build emotional connections and showcase the human side of your business. To reinforce these efforts, establish formal recognition programs that celebrate employees who consistently deliver outstanding customer experiences.
[00:06:44] Stacy Sherman: When customers mention your team members by name in surveys, customer service calls, or through contact forms on your website,
[00:06:53] ss: it’s a clear sign that those employees are making a significant impact.
[00:06:58] Stacy Sherman: Acknowledge these [00:07:00] efforts, both publicly and privately.
[00:07:02] ss: Recognition isn’t just about motivation. It’s about creating a culture where excellence is noticed and rewarded.
[00:07:10] ss: When you celebrate these successes, you create a ripple effect throughout your organization, inspiring others to strive for the same high standards. This kind of positive reinforcement not only drives individual performance, but also strengthens the overall commitment to delivering exceptional customer experiences.
[00:07:32] ss: Keep in mind that encouraging a culture of excellence doesn’t stop with recognition. I recommend you empower CX champions within each department. Individuals who are passionate about customer experience and can lead by example. These champions will ensure that customer experience remains a priority long after the celebrations have ended, keeping the momentum alive.
[00:07:59] ss: [00:08:00] Furthermore, I suggest you invest in your team’s growth by providing regular training sessions focused on customer experience. Continuous learning keeps your teams engaged and equipped to meeting evolving customer expectations. Also, Go beyond just measuring CX. Truly understand it. Gather feedback from both customers and employees.
[00:08:28] ss: Act on it. And communicate the changes you’ve made. Because this demonstrates that you’re not just listening. You’re committed to ongoing improvement. And finally,
[00:08:40] Stacy Sherman: Use the stories you gather during CX day and customer service week to inform your ongoing communications. Share these stories in internal meetings, in your marketing materials and on your social media channels.
[00:08:54] Stacy Sherman: Stories humanize your brand and create emotional connections that drive [00:09:00] loyalty.
[00:09:01] Stacy Sherman: Before concluding, let me leave you with this. CX Day and Customer Service Week are not just about celebrations. They’re opportunities to transform your company. They’re about creating a lasting impact that extends beyond a single day or week.
[00:09:18] Stacy Sherman: Reinforcing a culture of customer centricity. Recognizing the dedicated efforts of your employees and deepening the relationships with your customers. When done right. CX Day and Customer Service Week can be the catalysts that turn your customer experience from a department specific initiative into a company wide movement.
[00:09:43] Stacy Sherman: They can shift the focus from merely satisfying customers to truly delighting them. These events create an environment where everyone, from the frontline to the C suite, understands their role in delivering exceptional experiences.
[00:09:59] Stacy Sherman: If these [00:10:00] ideas resonate with you, and you’re ready to take CX Day and Customer Service Week celebrations to the next level, I’m here to help you make that happen.
[00:10:09] Stacy Sherman: Whether you need assistance with planning, execution, or simply brainstorming innovative ways to enhance your customer and employee experience, let’s work together to create something truly meaningful and lasting. I know what works. I know what doesn’t, so reach out to me anytime.
[00:10:27] Stacy Sherman: The best way is through my website contact form AT DOING CX RIGHT.com. That’s DOING cx RIGHT.COM. While you’re there, be sure to subscribe to my newsletter for more actionable strategies and insights.
[00:10:44] Speaker 3: Until next time, I’m Stacy Sherman, Doing CX Right.
Questions & Answers: What Leaders Need to Know about CX Day, Customer Service Week, and How To Keep the Celebration Going All Year To Boost Revenue and Retention
Q: What Is CX Day and When Is Customer Service Week?
A: CX Day falls on the first Tuesday of October. The Customer Experience Professionals Association (CXPA) created it to honor the people who improve how customers experience a brand, from the first interaction to the last.
CX Day is part of Customer Service Week, which stretches that focus across a full week. Stacy stresses that the week is not only for frontline staff. Every department and every role shapes what a customer feels, so every team belongs in the celebration.
Q: Why Employee Recognition Drives Customer Loyalty
When departments operate in silos and communication breaks down, customers become an afterthought. Recognition reverses that pattern because it shows employees how their daily work connects to the people they serve.
Stacy’s research found that 47% of people say it takes six or more positive experiences to rebuild brand confidence after a single negative interaction. Employees deliver those positives every day. The ones who feel appreciated are the ones who keep delivering them.
“Recognition isn’t just about motivation. It’s about creating a culture where excellence is noticed and rewarded.”
~ Stacy Sherman
Q: 8 Ways to Celebrate CX Day and Customer Service Week All Year
A: You don’t need a large budget. Stacy says what you need is intention, creativity, and a commitment to making every team member feel valued.
1. Open with a message from your CEO or Chief People Officer. It sets the tone, thanks employees for their work, and tells the whole company why customer experience deserves attention.
2. Write handwritten notes to your top customers. Thank them for their loyalty and partnership. A note on paper stands out in a way that emails and automated messages cannot.
3. Feature employees and customer stories on social media. Highlight team members who went above and beyond, and share customer stories that reflect your brand’s values.
4. Create formal recognition programs. When customers mention employees by name in surveys, service calls, or website contact forms, thank those employees both publicly and privately.
5. Appoint CX champions in every department. These are people who care about customers and lead by example, so the focus continues after the celebration ends.
6. Hold regular customer experience training. Ongoing learning keeps teams engaged and ready for what customers expect next.
7. Gather feedback, act on it, and report back. Ask both customers and employees, make changes, and tell them what you changed so they know you listened.
8. Reuse the stories all year. Bring the stories you gather into internal meetings, marketing materials, and social media.
Key Takeaways
- Schedule a recognition message from your CEO or Chief People Officer.
- Write handwritten thank-you notes to your top customers.
- Review recent surveys and service calls for employees’ customers named, and thank each one.
- Name one CX champion in every department.
- Share one customer story at your next internal meeting.
Download The Distinctive Business Advantage research report to discover exactly what top-performing companies are doing to drive customer loyalty and sustainable growth, and what you can do as well.
Bring these insights to your company.
Stacy Sherman is available to present the findings and proven strategies at your events, workshops, podcasts, and training sessions. Contact her now.
Podcast Episode Chapters
00:00 Welcome to Doing CX Right®
00:49 The overlooked opportunity every industry can use
01:58 What CX Day is and who created it
02:23 Why Customer Service Week belongs to every department
02:47 How silos push the customer to an afterthought
03:12 How CX Day began, from the CEO of CXPA
04:24 What happened when Stacy introduced CX Day inside companies
05:03 Why you don’t need a large budget
05:28 Way 1: Start with a message from your CEO or Chief People Officer
05:46 Way 2: Send handwritten notes to top customers
06:13 Way 3: Spotlight employees and customer stories on social media
06:44 Way 4: Recognize the employees customers mention by name
07:32 Way 5: Appoint CX champions in every department
07:59 Way 6: Invest in regular customer experience training
08:18 Way 7: Gather feedback, act on it, and share what changed
08:40 Way 8: Use the stories all year
09:01 Make CX a company-wide effort with Doing CX Right®
09:59 Contact Stacy at DoingCXRight.com
Want 20 more proven tactics to celebrate CX Day and Customer Service Week and boost business results year-round?
About Stacy Sherman:
An award-winning international Certified Speaking Professional (CSP) who has delivered hundreds of standing-ovation keynotes and workshops and co-authored best-selling books on Experience Management for sustainable success. She developed a proprietary framework that enables leaders and teams to enhance revenue and brand reputation. Her proven methodology is based on her MBA degree and 25 years of leadership in sales, marketing, employee, and customer experience across diverse industries, including Verizon, AT&T, Schindler Elevator Corporation, Wilton Brands, Martha Stewart Crafts, and LiveOps, generating $2.4 billion in savings and hundreds of millions in revenue. Stacy Sherman has earned widespread recognition for her award-winning “Doing CX Right” podcast, ranked in the top 2% globally with over 200 episodes, and for her courses on LinkedIn Learning, which have garnered hundreds of 5-star reviews. A multi-year Global CX Guru awardee and 2026 ICMI Hall of Fame inductee, Stacy’s insights have been featured in Forbes, Psychology Today, Yahoo News, and other leading publications.
