Design Is A Key Differentiator

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 Continue reading “Design Is A Competitive Differentiator”

User Experience Matters by Stacy Sherman

User Experience Matters

The number of digital buyers continues to rise every year.  “In 2017, an estimated 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to 2.3 trillion U.S. dollars, and projections show growth of up to 4.48 Continue reading “User Experience Matters”

eCommerce and Customer Experience

E-commerce and Doing CX Right

Not too long ago, consumers had to drive to a retail store in order to buy and get a new product or service.  The launch of E-commerce has significantly improved shopper experiences offering more convenience, time savings, expanded product choices Continue reading “E-commerce and Doing CX Right”

"Companies Need To Focus On Holistic CX Rather Than Tactical CX"

​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 that business teams focus on single parts of the customer journey instead of taking a Continue reading “​How To Take CX To A New Level”

Customer Experience Skills

Top Traits of Customer Experience Leaders

It is not a coincidence that innovative companies like Disney, Apple, Zappos, and Amazon are leading brands. They share in common a priority on creating exceptional experiences and ensuring satisfaction at every point of the customer journey. They also Continue reading “Top Traits of Customer Experience Leaders”

Your Culture Is Your Brand

How To Infuse CX Into Company Culture​

What is company culture, why is it important and how does customer experience play a role? According to Webster, it is “the set of shared attitudes, values, goals, and practices that characterizes an institution or organization.” Culture is very important because it Continue reading “How To Infuse CX Into Company Culture​”

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 Continue reading “CX Lessons From My Experience At The Apple Store”

Make It Easy For Customers To Get Help by Stacy Sherman

Make It Easy For Customers To Get Help

Considering it is less expensive for companies to keep a current customer than to acquire a new one, it is essential for businesses to deliver exceptional support at the moment people need it. While providing help is not a novel concept, many brands fail to do it Continue reading “Make It Easy For Customers To Get Help”

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 Continue reading “Delight Customers Without Strings Attached​”

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 Continue reading “The End Of The Customer Journey Matters Just As Much As The Beginning”

DoingCXRight

How To Turn Mistakes Into Positive Customer Experiences

No company is perfect. It is inevitable that employees will make mistakes. The impact on brand image is not necessarily related to WHAT happens as much as HOW employees handle a problem. I recently encountered a situation, which in the end Continue reading “How To Turn Mistakes Into Positive Customer Experiences”

Loyalty Program Success Depends On Great CX

An Important Lesson 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 Continue reading “An Important Lesson In Retaining Customers”

Customer Satisfaction Is Based On Entire Experiences

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
Continue reading “Satisfaction Is Based On An Entire Experience, Not A Single Interaction”

returns and refunds impact customer purchasing decisions

​An Unexpected Driver Of Customer Purchasing Decisions

Online shoppers often determine which stores to buy from based on their understanding return requirements upfront. According to UPS consumer surveys, “66% of shoppers review a retailer’s return policy before making a purchase. 15% abandon a cart when Continue reading “​An Unexpected Driver Of Customer Purchasing Decisions”

Rutgers Customer Experience Course

How To Improve Your CX Skills

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees with CX skills are in great demand. While on the job training and reading books provide great learnings, completing a formal education program can accelerate one’s knowledge. Earlier this year, I began exploring academic programs that would expand my understanding of CX best practices as well as provide an opportunity to meet people across different industries who have instituted successful customer-centric programs at their workplace. After evaluating different schools, I ended up attending Rutgers University. Having completed the course and received my certification recently, I can confidently recommend Rutgers for several reasons:

  • The class content is very relevant and applicable. Students gain access to helpful tools and templates that they can bring back to their jobs to make an impact.
  • Classes are taught by top executives and leaders with CX expertise. The speakers all share meaningful examples that reinforce various lessons around developing personas, journey maps, use cases, measurement, culture and more. 
  • The program offers much flexibility. People can take the course online or offline in a classroom setting. 
  • It is a real, university-backed program – not a seminar or conference.

If you are interested in learning more about my personal experience with the program, feel free to contact me at: doingcxright@gmail.com. If you have detailed questions about the course and want to sign up, visit Rutgers’s website: >here

We got our readers a 20% discount off the total tuition cost for the CX course as well as three other courses: Cyber Security, Design Thinking, and Big Data. Simply join our free blog to grab the promo code to save during program registration. We look forward to hearing from you.

All About DoingCXRight

Driving Return Customers

How To Turn Your Customers Into Repeat Purchasers

The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was reminded of this recently when purchasing at a large department store. Upon bringing my new clothes to the cashier,

Continue reading “How To Turn Your Customers Into Repeat Purchasers”

VP of Listening, brand image, future purchases

One Person Can Make Or Break A Brand’s Image

We all interact with companies when shopping for products and services. Sometimes we talk to representatives in person, such as at a retail store, while other times we chat online or call customer care. Regardless of where the interaction occurs, Continue reading “One Person Can Make Or Break A Brand’s Image”

"Show value, create an experience and always strive to exceed customer expectations."

Delivering Unexpected Value Drives Happiness & Referrals

Great customer experience matters and delivering unexpected value is a big part of the equation.

My passion around this topic started when I received a package in the mail on a random afternoon. I was not anticipating a large box to be delivered, especially with a label that read “To Stacy, From Stacy.” Continue reading “Delivering Unexpected Value Drives Happiness & Referrals”