Doing CX Right Blog
WHAT YOU DO TODAY IMPACTS your tOMORROWS.KEEP LEARNING & DOING CX RIGHT.
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International Best Selling Customer Experience Book
Increase your skills & differentiate your brand. Read Stacy Sherman’s customer experience book with experts around the world
10 Leadership Strategies To ‘Crawl, Walk, Run’ Your Way To Success
Happy employees fuel happy customers. This statement may sound strange but it is true. They go hand in hand. When
How To Make “Voice of Customer” Your Game Changer
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business
How To Create A Customer Journey Map (Free Template)
If you want to develop products & services that meet customer expectations, you must first create a journey map that follows best practices. In this
Six Way To Advance CX in 2021
What are the best ways to advance customer experience and employee engagement in 2021 and beyond? Read what four experts have to say to achieve success.
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CX Leadership Lessons From “The Four Agreements”
Have you ever read a book that really moved you and impacted your work and personal life more than any other? For me, it is The Four Agreements
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Five Ways To Experience Less FOMO, In And Out Of The Workplace
Have you ever been excluded from meetings that you felt deserving to be in given the discussion topics? Have there
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How To Measure Customer Experience
Measuring customer satisfaction and Net Promoter Score (NPS) is just as important as tracking revenue & other KPIs. There are best practices to ensure you are doing CX right.
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Customer Experience Best Practices When Mistakes Happen
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur
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How To Get a CX Job (even if you’re new to the field)
Customer Experience is NOT a fad. It’s here to stay and in fact, CX is a booming profession. I am thrilled because it means people care to create satisfaction...
8 Strategies To Get Great Customer Service (Starts With YOU!)
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my...
21 Powerful Ways To Build Brand Loyalty
ShoppingGives asked 21 Customer Experience experts about proven ways to create brand loyalty, especially during an increasingly competitive eCommerce space. It's a great article, which includes quotes from my CX...
Improving Experiences For People With Disabilities (Video)
Can you imagine having 84 surgeries before the age of 50? In honor of International Day of People with Disabilities, I'm
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The Future of Remote Work for Contact Centers
Customer service operations & contact centers are going through dramatic changes in every organization and respective departments.
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20 Ways To Celebrate Customer Experience CX Day
What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are many answers to this question, but...
Why COVID-19 Can Be The Catalyst For Enhancing Your VoC Program
Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science...
CX Leadership & Overcoming Diversity Challenges
There’s an increasing amount of conversations about diversity and inclusion, and I love it! It’s actually possible that the next generation
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10 Effective Ways To Make Big & Small Changes In Life
(Featured in Forbes, March 2020.)
Making intentional changes in our personal and professional life is not easy, yet everything is possible. I'm sharing my personal story and lessons learned...
Let’s Talk CX – Interview Series
My passionate customer success friend, Cary Munk, asked to interview me for a special project he's working on. Of course, when there's an opportunity to talk about customer experience, employee...
The Returns From Investing In your Customer Experience
Over the years, we often hear “the customer is always right.” While “always” may not really be the case, companies are going out of their way to please customers to...
How To Humanize Business While Going Digital During COVID-19
As we live through the COVID-19 pandemic, I've continued my journey talking to people around the world to understand how are they coping, staying calm and productive in business. So...
How To Shift Your Strategy Without Hindering CX
The coronavirus outbreak has changed the way we live and impacts people differently. As the pandemic spreads, I've been interviewing people around the world
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How To Pivot To An Online Business Without Sacrificing CX
Transforming to an online business while maximizing staff & patient experiences is achievable during Covid. Learn how from my interview with Dr. Brenner.
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What Excellent CX At Coffee Shops Can Teach Brands
Why do people pay triple the cost for a cup of coffee at Starbucks vs. McDonalds. The answer to this question goes beyond price
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