Articles That Help You Deliver Better Customer Experiences
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Still Measuring Customer Satisfaction? That Might Be the Problem
Why are brands still measuring customer satisfaction? It once made sense—but does it now? Explore what this metric is missing & why it matters.
Why CX Is A Smart Investment: New Research Proves Its ROI Value
Access transformational research and discover how to leverage it to boost ROI and gain executive buy-in for your customer experience (CX) strategy.
8 Customer Experience Lessons That Will Transform Your Business in 2025
Struggling to retain loyal customers despite new products and tech investments? Discover 8 powerful CX lessons from 2024 to transform your customer relationships and boost retention in 2025.
Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin
Is "Customer Service Free"? What does this mean and how can it transform your brand? Read Stacy Sherman and Seth Godin's conversation.
Customer Experience Role Making An Impact? These 3 Signs Say Yes
Read Stacy Sherman's article to uncover 3 signs your customer experience role enriches lives, exceeds expectations & drives performance.
Cultivating Confident Customer Service Teams with AI Simulation
Learn proven strategies to boost your workforce confidence and customer success by leveraging the power of AI simulation. Read Stacy Sherman's new article now.
Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive
Do you know the difference between burnout & disengagement? Learn how to identify, reconnect, and thrive for success in work and life.
Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations
The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust.
How To Build and Maintain A Successful Online Community That Enhances Customer Experiences
There're many benefits to hosting an online community. Learn & apply Stacy Sherman's proven tactics to improve business results & enhance customer experiences.
Overcoming Resistance to Change: Why It’s Important and How to Do It
Resistance to change is natural, but doesn't have to be a roadblock to success. Read & apply 5 leadership tips to achieve better outcomes in 2023.
“Is Net Promoter (NPS) Score Misleading?” My Views About WSJ Article
There's an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not "Net
CX Example That Stands Out Above The Rest
I'm constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee
Want Happy Customers? Focus On Employees First
There's a common phrase, "Happy Employees Bring Happy Customers." It is true because when people feel valued and
Yelp & SMS Turn Restaurants Experiences From Mediocre To Great
How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time?
B2B versus B2C. Which Matters More For CX?
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer
Why You Should Care About Employee Experience
Employee experience starts well before the employee signs on the dotted line. Consider that your candidates may already