Did you know that “Customer service is free” and that “authenticity is radically overrated”?
What do these provocative claims mean, per Seth Godin?
Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin (author of 21 best-selling books) challenge traditional notions of customer experience. They explain why investing in your current customers could be more beneficial than chasing new ones, and how to harness the synergy between humans and AI in a technology-driven world.
Packed with actionable insights, the conversation will inspire you to think differently and reassess the status quo in business and life.
What You’ll Learn From Seth Godin & Stacy Sherman:
– How businesses can tactfully serve their ideal customers in an era where customers feel entitled
– Insights into the psychology behind purchase decisions (value vs price) and how a company successfully positioned clean water as a status symbol.
– The story of Momofuku, illustrating the power of niche focus and the positive impact it can have on brand identity.
– Practical advice on how to utilize AI as a tool, akin to a screwdriver, and the necessity of using it with a clear understanding of its limitations.
– The influence of systems on our everyday lives, from social media to education, and how acknowledging these forces can shape better business practices.
– A critical look at authenticity and ‘purpose-driven’ approaches, suggesting that consistency and shared experiences hold the key to customer loyalty and mission-driven success.
– An exploration of how cultures within companies, such as Nordstrom’s, are reflected in their customer experiences.
– Strategies to embrace the unique strengths of smaller companies, fostering innovation and leadership without relying on hefty advertising budgets.
– The argument for investing time to understand nuances in a culture of brevity, ensuring deeper connections and informed decisions.
– Exclusive thoughts from Seth Godin on his philanthropic venture, goodbids.org, which aims to revolutionize charity auctions.
Doing Customer Experience Lessons:
- Practice generosity: Go beyond offering discounts. Create an environment where customers feel valued, respected, and part of a community. Be generous with your time, attention, and resources.
- Prioritize consistency over authenticity: Strive for consistent delivery of exceptional customer experiences, aligning every interaction with your brand promises and values. Consistency breeds trust and loyalty.
- Identify and “fire” misaligned customers: Respectfully part ways with customers whose values and vision do not align with yours, as serving them may undermine the experience for your true audience.
- Leverage AI as a tool, not a pilot: Employ AI for specific tasks, such as brainstorming or data analysis, but maintain human oversight and critical thinking for decision-making. Listen to this podcast now for more actionable insights! Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the customer experience leadership wisdom shared, as it may be your game-changer.
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About Seth Godin:
The author of 21 books that are best sellers around the world and have been translated into more than 35 languages. He writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership, and most of all, changing everything. You might be familiar with his books Linchpin, Tribes, The Dip, and Purple Cow. His book, This Is Marketing, was an instant bestseller around the world. Recently, he organized the all-volunteer community project, The Carbon Almanac. In 2023, he wrote The Song of Significance, which is already a bestseller.
In addition to his writing and speaking, Seth has founded several companies, including
Yoyodyne and Squidoo. His blog (which you can find by typing “seth” into Google) is one of the most popular in the world. His podcast is in the top 1% of all podcasts worldwide.
In 2018, he was inducted into the Marketing Hall of Fame. More than 40,000 people have taken the powerful Akimbo workshops he founded, including the altMBA and The Marketing Seminar.
Learn more at https://www.sethgodin.com/
About Stacy Sherman: Founder of Doing CX Right℠
Stacy is an award-winning international Certified Speaking Professional (CSP®) who has delivered more than 100 standing ovation keynotes and workshops and co-authored best-selling books on delivering customer excellence in the AI era. After 25 years leading customer experience, sales, and marketing for major brands including Verizon, AT&T, Schindler Elevator Corporation, Wilton Brands, Martha Stewart Crafts, and LiveOps, Stacy’s strategies generated $2.4 billion in savings and hundreds of millions in revenue. Today, she continues to collaborate with innovative organizations such as IBM, Yoga Alliance, Hallmark Business, and many others. She created the Doing CX Right® framework, equipping leaders and teams to boost revenue, strengthen brand loyalty, and create a sustainable competitive advantage. Stacy is widely recognized for her Doing CX Right® podcast, ranked in the top 2% globally with more than 200 episodes, and for her LinkedIn Learning courses, with hundreds of five-star reviews. A multi-time Global CX Guru awardee and 2026 ICMI Hall of Fame inductee, her insights have been featured in Forbes, Psychology Today, Yahoo News, and other leading publications. Continue reading bio >here.
Topics Discussed: Doing CX Right podcast
customer experience, Watermark Consulting, author, speaker, CX advisory firm, radio DJ, artificial intelligence, choreographed experience, impressing customers, lasting impression, emotional impact, book and research, customer experience ROI, operating expenses, Customer Experience ROI Study, financial lift, wallet share, customer acquisition, Net Promoter Score, customer loyalty, customer compliments, brand obsession, emotional resonance, voice of the customer, customer surveys, customer behavior, leadership development
