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What People Are Doing To Be Productive & Content During Coronavirus Outbreak

by Stacy Sherman | Mar 17, 2020 | Leadership & Personal Growth

Good often comes from bad situations. It’s hard to see it or feel it as we’re living through the coronavirus epidemic, but past experiences prove that we get through tough times as employees, customers, and families having human experiences. The key is reframing our thinking from “I have to” to “I get to do something new” while staying home. We need to be intentional about WHAT we focus on and HOW we use our time. I’ve been practicing what I preach.

What Excellent CX At Coffee Shops Can Teach Brands

by Stacy Sherman | Mar 13, 2020 | Company Culture & Employees, Retention & Loyalty

Why do people pay triple the cost for a cup of coffee at Starbucks vs. McDonalds. The answer to this question goes beyond price

Pros & Cons of Using NPS To Measure CX Success

by Stacy Sherman | Jul 24, 2019 | Podcasts

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes.

Yelp & SMS Turn Restaurants Experiences From Mediocre To Great

by Stacy Sherman | Feb 28, 2019 | Company Culture & Employees, Digital, Mobile & UX

How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time?

B2B versus B2C. Which Matters More For CX?

by Stacy Sherman | Feb 12, 2019 | Retention & Loyalty

Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer

Are You Guilty Of 10 CX Mistakes?

by Stacy Sherman | Jan 13, 2019 | Retention & Loyalty

“Customer friction” is why people abandon websites, leave stores without buying, disconnect from monthly service plans. Avoid 10 CX mistakes.

3 Actionable Lessons in DoingCXRight

by Stacy Sherman | Jan 9, 2019 | Contact Center

The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product questions is 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.

Mobile Apps Can Be A Brand Differentiator Unless UX Goes Wrong

by Stacy Sherman | Jan 1, 2019 | Digital, Mobile & UX

“Apps convert 3x better than Mobile Sites,” UNLESS there’s a bad user experience (UX) which happened to me.

Practical Advice To Walk The CX Talk

by Stacy Sherman | Dec 19, 2018 | Podcasts

According to a report released by Field Technologies in November, improving customer experience was reported as the #1 strategic initiative for 76 percent of service organizations surveyed. While some of these field service organizations are really embracing CX and...