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 is they both matter equally. The reason is because people buy from people. Continue Reading →

Customer Experience Passion

HOW 1 EXPERIENCE STARTED MY CX PASSION

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “To Stacy, From Stacy.” Continue reading “HOW 1 EXPERIENCE STARTED MY CX PASSION”

Improving Customer Experiences Leveraging Social Media

5 Ways To Use Social Media To Improve Customer Experiences

Social Media is a proven, valuable tactic to increase brand awareness, product interest, and website traffic. Having managed social media campaigns for top brands over the years as well as leveraging social platforms for my blog, I can unequivocally say that social media marketing works. While the benefits of social media marketing may be common knowledge, some business leaders don’t realize and capitalize on social media as a useful source of “voice of customer” (VOC) data. Continue Reading →

Avoid 10 Customer Experience Mistakes.

Are You Guilty Of 10 CX Mistakes?

10 Ways Companies & Employees Create Friction & How To Avoid CX Mistakes

Customer friction is a key factor in why people  abandon a website, leave a store without buying, disconnect from a monthly service plan, and the list goes on. In previous articles, I’ve written about the need to make the customer journey SIMPLE, EASY and PROBLEM-FREE. This includes the post-purchase return experience. Today, I’m pleased to share a guest post by Customer Service Expert & Author, Shep Hyken, who knows a lot about Customer Convenience. Continue Reading →

online live chat and customer experience examples

3 ACTIONABLE LESSONS in DoingCXRight

The new year has arrived. Holiday gift giving is officially over. Like other families, mine is enjoying their presents – especially the electronic ones. While purchasing new devices and setting them up has gone smoothly, obtaining help to address product questions has been easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere. Continue Reading →

Knowledge Is Power by DoingCXRight

Want To Advance Your Career? Get CX Certified.

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 CX certification program can accelerate one’s career.

Consequently, I decided to take my customer experience knowledge to the next level.  I explored a variety of programs that would expand my understanding of CX best practices and teach me new methodologies. After evaluating different schools, I chose Rutgers University.  

5 Reasons I Recommend Rutgers CX Certification Program

  • The course 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 who share meaningful examples that reinforce the CX coursework. Topics include developing personas and journey maps, CX measurements, building a CX culture and more.
  • The program offers much flexibility. People can take the course online over 8 weeks, or offline in a classroom setting for 4 days.
  • Rutgers provides incredible networking opportunities. I met many smart people who have instituted successful customer-centric programs in their workplace. I loved all the knowledge sharing in and out of the classroom.
  • It is a real, university-backed program – not a seminar or conference.

Interested in learning more?

Watch the video below to hear about my personal experience. Feel free to contact me any time about the curriculum too. Detailed course information and class dates are also available on Rutgers’s website.

Want to Save 20% OFF THE TUITION COST?

Rutgers CX Certification Program

 

I’ve been able to get DoingCXRight readers a 20% discount for the CX course as well as three other classes: Cyber Security, Design Thinking, and Big Data. Simply subscribe to my blog to receive the promo code, which you can use any time during program registration.

 

P.s. Classes fill up quickly. I suggest you sign up now with the option to pay later.

All About DoingCXRight

*All opinions expressed are mine alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.

 

WHY MOBILE IS A KEY FACTOR IN WINNING CUSTOMER EXPERIENCE

Why Mobile Is A Key Factor in Winning Customer Experience (infographic)

Customers have increasingly high expectations and demands for better shopping experiences. We just ended the holiday season, when purchasing is at its highest, but customers pay attention to their experiences and make buying decisions based on satisfaction all year round.

Easy access to products and services leveraging mobile apps us a key factor in that customer experience. The following statistics emphasize my point: Continue Reading →

returns and refunds impact customer purchasing decisions

Return Policies Have BIG Impact on #CX. Apply Best Practices‼️

Online shoppers often determine what stores to buy from based on their understanding of 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 “Return Policies Have BIG Impact on #CX. Apply Best Practices‼️”

NPS Survey Question. Should It be first or last, by Stacy Sherman

NPS Survey Question – Should It Be First Or Last?

I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, used to understand customer perceptions and expectations across touch points. To be effective and acquire actionable insights, survey questions must be designed following best practices. I also recommend a “test & learn” approach. Continue Reading →

Voice of Customer Takes On New Meaning (VOC)

“VOC” Takes On New Meaning 👮‍♀️

Over the past year, I have written dozens of articles about VOC, otherwise known in the business world as “Voice of Customer.” I share why getting VOC is important, sources of VOC measurement, and best practices to drive company success. I am passionate about this topic because I know that Customer Experience (CX) provides a competitive advantage.

It’s not a hunch. It’s a fact! Today, however, I am writing about VOC from a different perspective. I am speaking as “Voice of Citizen.” Continue Reading →