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.
Design Is A Competitive Differentiator
Design is a key differentiator when creating products and customer experiences. While price matters, it is not the only criteria and sometimes irrelevant when making purchase decisions. As an example, I recently bought
2 Examples of User Experience Gone Wrong. Learn From Them!
The number of digital buyers continues to rise every year. "In 2017, an estimated 1.66 billion people worldwide purchased goods online.
How To Take CX To A New Level
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is
How To Infuse CX Into Your Company Culture
What is company culture, why is it important and how does customer experience play a role? Read my article for the answers to these questions and more.
CX Lessons From My Experience At The Apple Store
As discussed in "Make It Easy To Get Help," it's essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product
Delight Customers Without Strings Attached
Most people enjoy receiving gifts on their birthdays. They get a sense of joy when their favorite brands give them monetary awards. It is a smart business strategy that builds brand loyalty but only if done authentically and without requiring customer actions to qualify. Otherwise, it leads to customer dissatisfaction and negative perceptions. I recently had an experience that demonstrates this very point.