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Welcome News and Media Professionals
Customer experience (CX) is not a fad or short-term business strategy. It requires intentional focus and application of best practices to achieve loyal customers who buy again and again and tell others. Through my articles, podcasts and speaking events, people learn exactly how to start and keep on DOING CX Right to achieve real results..
Below is a sampling of my news and media appearances. I’m ready to enhance YOUR article, column, show, or podcast based on academic and on-the-job experience leading customer experience organizations over the past twenty years. View my BIO and TESTIMONIALS from authors, editors, and people I’ve mentored. Let’s talk about your goals.
News & Media Angles and Topics
- Workforce trends and business transformation tactics that enhance the customer experience as a brand differentiator.
- Building a customer-centric culture with empowered employees who deliver excellence while co-existing with AI robots.
- Overcoming internal diversity, equity, and inclusion challenges to improve customer experiences and satisfaction (they go hand in hand).
- Getting and retaining loyal customers who buy again and tell others.
- Creating positive first impressions through best-in-class onboarding experiences (customers, employees, service agents, all humans).
- Identifying “pain points” across the buying lifecycle and fixing issues to turn detractors into brand advocates.
- Improving customer journeys so it’s simple & easy to learn, buy, get, use, pay for products and services and get help (Customer Service).
- Enabling marketing and product development success leveraging the Voice of Customer (VOC) and Voice of Employee (VOE) beyond surveys.
- Increasing employee CX accountability through measurement and closed-loop compliance.
- Enhancing customer experiences through innovative technology, tools, and platforms.
A Sampling of Customer Experience and Service Articles
Psychology Today
CX Buzz
Yahoo!Finance
Liveops Inc. celebrates Customer Service Week, quoting Stacy Sherman
TechSee
Stacy Sherman among the 23 Women Influencers To Watch
FORBES
- 15 Effective Tips To Come Up With A Logo That Fits Your Brand
- How To Use Super Connectors To Streamline Communication: 14 Expert Tips
- 12 Ways To Maximize E-Commerce Conversions
- Turning Customer Referrals Into Customer Advocates: 11 Expert Tips
- Eight Effective Approaches To Rectifying Social Media Snafus
- How To Communicate With The Media For Better Results: 10 Expert Tips
- Seven Industry Trends To Watch In The Next Few Years
- 11 Effective Methods To Pivot Your Company’s Communication Style
- Staying Creative In Content Generation: 15 Proven Strategies
- 12 Benefits Of Embracing Vulnerability In Leadership
- 10 Best Practices For Aligning Visual Content With Your Branding
- 13 Key Considerations When Linking Desktop And Mobile Marketing
- 10 Ways Your Company Can Benefit From Encouraging Criticism
- 10 Tips To Get You Through An Unpleasant Conversation
- 10 Smart Techniques For Dealing With Public Image Disasters
- 12 Top Tips For Professionals Just Starting In Communications
- What Makes A Business Successful On Social? 11 Techniques For Gauging Engagement Rates
- How To Encourage Workplace Empathy Without Crossing Individual Boundaries: 15 Proven Strategies
- 15 Strategies For Crafting Engaging Social Media Captions
- Ensure Success Of A Personalized Marketing Strategy With 11 Expert Tips
- 13 Practical Tactics To Avoid Shopping Cart Abandonment
- 15 Ways A Growing Business Can Retain Engagement With Its Customer Base
- 13 Crucial Skills Communications Professionals Should Cultivate
- 12 Effective Methods To Create Compromise In Customer Communication
- 15 Elements To Include In Personalized Marketing Campaign & Why They Work
- Balancing Customer Privacy And Customer Experience: 12 Proven Methods
- 15 Marketing Strategy Tips To Improve Your Customer Experience
- Here’s How To Get Your Whole Company To Promote A Positive Brand Image
- 13 Modern Marketing Strategies For Brick-And-Mortar Stores
- 11 Great Ways To Create Quality Tweets
- 13 Techniques For Developing Arresting Headlines
- Ending The Year On A High Note: How Marketing Teams Can Set Themselves Up For Success In 2020
- Persuading Customers To Take Action: 14 Useful Tips
- 13 Potentially Massive Social Media Trends (And How Marketers Can Use Them)
- 12 Social Media Trends In The New Year And How To Leverage Them
- 15 Smart Writing Tips For Crafting Copy That Sticks
CMSWire
- Not All Customers Are Created Equal
- How To Develop Dynamic Customer Experience Practices
- Are Your Customer Experiences Driving Customer Loyalty?
- 4 Strategic Approaches To Journey Mapping
360 Magazine
Customer Contact Frost & Sullivan Executive MindXchange
Incisal Edge – Lifestyle Magazine For Dental Professionals
Beyond Philosophy
Customer Think
- What’s the Fate of A Customer Experience Officer (CEO)
- How to Shift Your Strategy Without Hindering CX
- What People Are Doing To Be Productive & Content During A Pandemic
- When Employees L❤️VE Their Job, Customers Feel It!
- How To Create WOW Moments For CX Success (Try This Easy Technique)
- How To Build A Customer-Centric Culture Through Employee Appreciation
- How to Leverage “Smiles & Frowns” to Improve Customer Experiences
- Expert Views On Building A Customer-Centric Culture
- Important Lessons In Retaining Customers
- 14 Effective Ways To Celebrate CX Day
- How To Walk The CX Talk
- Pros & Cons of Using Net Promoter Score to Measure CX Success (Podcast)
- Why The Best CEOs Invest In Customer Experience
- What Makes Customers Brand Loyal? (Hint: It’s Not Price)
- 5 Communication Tips to Improve CX + EX
- My Views About WSJ Article: “Is Net Promoter (NPS) Score Misleading?”
- How To Infuse CX Into Your Company Culture
- 2 Examples of UX Gone Wrong. Learn From Them!
- CX Example That Stands Out Above The Rest
- Want Happy Customers? Focus on Employees First.
- Women Leadership and Customer Experience
- Yelp & SMS Turn Restaurant Experience From Mediocre To Great
- B2B versus B2C. Which Matters More For CX?
- CX Lessons From An Uber Ride
- How 1 Experience Started My CX Passion
- Are You Guilty Of 10 CX Mistakes?
- Why Mobile Is A Key Factor in Winning Customer Experience (infographic)
- Return Policies Have BIG Impact on #CX. Apply Best Practices‼️
- NPS Survey Question – Should It Be First Or Last?
- DoingCXRight Means Delivering Unexpected Customer Value
- How To Get Voice of Customer & Apply Best Practices
- How To Measure Customer Experience
- Customer Personas…What’s All The Hype?
- What Is Big Data and Why Should I Care?
- Make It Easy For Customers To Get Help
- E-Commerce and Doing CX Right
Future of Field Services
MyCustomer
- What data is required to create a customer journey map?
- CX Day: How to celebrate customer experience management.
Elevate
Thrive Global
- 10 Tips To Build A Customer-Centric Culture Through Employee Appreciation
- My Dateline NBC Story & Lessons Learned
- 14 Effective Ways To Celebrate Employees & Customers on 10/1
- Why The Best CEOs Invest In Customer Experience
- What Makes Customers Brand Loyal? (Hint: It’s Not Price)
- Women Leadership & Customer Experience
- How People Are Staying Productive & Content Around The World During Covid