Doing CX Right BlogBuild Your Own Experience
(Originally published in March 2019. Updated in 2020).
There’s an increasing amount of conversations about Women and Leadership, and I love it! I believe that the next generation, including my own daughter, will have more opportunities to share their voice, without judgments, and pursue leadership roles that have been traditionally filled by men.
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 for the greater good. Tons of companies are recruiting more than ever to fill CX job functions. More universities are expanding their curriculums to include customer experience as well.
I recently had the honor of being on Amazing Business Radio hosted by Shep Hyken. He's a well-known customer service expert, New York Times...
Stacy Sherman’s Article originally published in Forbes, March 2020.
I’ve learned a lot over the past few months about new habits. I’m not a psychologist though I have studied consumer behaviors and mental mindsets. I’m sharing a personal story with the goal of inspiring and encouraging other busy people to make changes in their lives. I’ve found that
My passionate customer success friend and video producer, 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 engagement, and building a best-in-class company culture, I’m all in. While the video is not available yet to view, I’m sharing some of our conversations as a preview of several CX talks to come this summer
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 fuel business growth. This is especially true during Covid19 where social distancing is required and creating customer happiness is harder. Many companies have recently paused their business or shut down because customers stopped buying. On the contrary, many other brands are thriving because they’ve pivoted their business to online, and leveraging data to better meet customer expectations.
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 many people have had to become digitally savvy overnight and employees are under pressure to pivot online very quickly.
The coronavirus outbreak has changed the way we live. It’s impacting people very differently, which fascinates me. I decided to take my passion for understanding and studying human behaviors to the next level. As the pandemic spreads, I’ve been interviewing people around the world to learn about their experiences and how they are coping, staying calm and productive. My purpose for publishing the collection of stories is to spread great ideas and inspire others to achieve happiness at a time we need it most.
Happy employees lead to happy customers. That’s what Simon Sinek says, and it is very true! I’ve seen first hand throughout my corporate career how much employee satisfaction impacts company culture and overall results. As we live through uncertain times, employee happiness and inclusion are extra important and require creativity to achieve an engaged workforce who delivers customer excellence.
Happiness is a choice no matter what circumstances come our way. We can be content or experience opposite feelings. I believe we’ll be better than before. Ready why.
Leadership is an important topic and something I take seriously as a Mom and Woman Boss in charge of Customer Experience and Employee Engagement at...
Since the coronavirus outbreak started, companies have had to shift their strategies to keep their employees and customers safe. Business owners and managers are making difficult decisions and acting fast to adapt to the current unpredictable and challenging time.I’ve been curious about how leaders are implementing changes without negatively affecting their staff and customer experiences. I interviewed several people across different industries who are known for HUMANIZING BUSINESS. My goal is to provide helpful tips for people migrating to an online business, remote workforce and other ways of operating in a new environment. The following is my first article of a series.