Articles That Help You Deliver Better Customer Experiences
Fueled By Empowered And Valued Employees
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.
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.
The End Of The Customer Journey Matters Just As Much As The Beginning
Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.
How To Turn Mistakes Into Positive Customer Experiences
No company is perfect. Inevitably, employees will make mistakes. The impact...
Important Lessons In Retaining Customers
Loyalty programs are a great way for companies to motivate people to return and buy again and again. Customers will continue subscribing or purchasing especially when they can earn points that are redeemable for products and services they perceive as valuable. It is the basis of how many consumers choose airlines, hotels, restaurants, credit cards and much more.
Satisfaction Is Based On An Entire Experience, Not A Single Interaction
There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return.