What if the secret to exceptional customer experiences was hidden in a deck of cards?

And what if Wall Street’s playbook could transform how you serve clients and achieve customer success?

Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. Customer success is not about satisfaction—it’s about creating moments that matter.

Learn to interpret subtle signals your customers unknowingly provide. Discover how to build a team of ‘Advantage Players’ who don’t just perform but anticipate. Hear tactics to stay ahead in your market by design, not chance.

Customer Success Topics Discussed:

• Joel Block’s journey from CPA to venture capital expert

• The intriguing world of Wall Street and the ‘money business’

• Insight into Joel’s early career as a professional blackjack player

• The cultural shifts and regulations on Wall Street across decades

• The concept of ‘advantage play’ and its application in business strategy

• How to spot and harness opportunities by thinking and seeing differently

• Relationships and their critical role in the money business

• The significance of high-limit questions in predictive business strategies

• Real-world examples of predicting market trends and disruptions

• Lessons from blackjack for sharpening business intuition and acumen

5 Customer Success Lessons:

1. “Advantage Play” for Business: Adopt “Advantage Play” strategies in businesses to outperform competitors. Just as advantage players use winning strategies in blackjack, companies can employ top-tier strategies to provide exceptional customer service and enhance the customer experience.
2. Leverage Relationships in the Money Business: Customer relationships are crucial in the money business. Building strong, trust-based relationships can differentiate your service from competitors who may offer similar financial returns.
3. Pay Attention to Customer Feedback: Aggregating customer feedback from multiple channels (social media, ratings, reviews, forms, etc.) can help predict future behaviors and preferences, enabling companies to improve customer experience by addressing issues proactively.
4. High-Level Training for Customer Interactions: Train all team members, particularly those handling escalations, with high-level, surgical skills for customer interactions. This includes listening for nuances in customer communication, such as pauses and word choices, to understand better and address their needs.
5. Think, See, and Act (TSA) Differently: Leaders and teams must adopt TSA—Think differently, See opportunities, and Act when others don’t. This approach can help innovate and provide unique customer experiences that keep customers engaged and loyal.

Listen now to gain a wealth of customer experience wisdom. It could be the game-changer your business needs in today’s competitive landscape.

If you like this episode, you may also enjoy listening to Doing CX Right Podcast episode 50 featuring my Mom, Eileen Brenner, who has a similar career as Joel, including Black Jack card counting, Accounting, and Wall Street. Their paths are ridiculously similar, and so I had a blast talking and introducing them as well!

Watch HERE

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About Joel Block:  

A competitive advantage keynote speaker, hedge fund manager, venture capitalist, and podcast host with over 30 years of experience in the finance and media industries. He is the founder and CEO of The Advantage Player® Institute, the go-to hub for mastering high-stakes strategies in business and life. Joel knows that leveraging predictive logic and killer tactics turns winning into an inevitability.

The Advantage Player® Institute, led by Joel, a former professional blackjack player, equips top-tier individuals with the tools to outrun the competition and play at their peak. Clients dive into an immersive learning experience that transforms complex concepts into actionable insights. Our goal is to not just play the game – but to own it. And we help our clients elevate their strategic prowess to an unbeatable level.

Joel leverages his insights and expertise as a former pro blackjack player and card counter, a best-selling author, hedge fund manager, and executive advisor. He delivers fast-paced, entertaining, and life-changing keynote presentations that amaze audiences with his ability to simplify complex concepts and share Wall Street secrets. He also hosts a weekly show, “Your Advantage Play®”, where he interviews executives of mid-cap companies about their killer business strategies. Joel’s mission is to empower CEOs and executive teams to crush their goals, simplify complex situations, and maximize total compensation for everyone.

Connect with Joel on LinkedIn. Reach out on his website.

About Stacy Sherman: Founder of Doing CX Right®‬

Stacy Sherman is a keynote speaker, author, and advisor who helps business leaders excel in Experience Management to retain both profitable customers and a valued workforce. She does this by integrating principles of inclusion and connection into her proven Heart & Science™ Loyalty model. With over 25 years of CX and Marketing experience at brands like Liveops, Verizon, Schindler Elevator, Wilton Brands, and AT&T, Stacy combines strategy and expertise to drive lasting success.

Stacy has spoken at hundreds of global events and workshops, consistently earning recognition as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI. Her impact is further evidenced by the prestigious W3 award for her Doing CX Right podcast.

She continues to empower professionals through educational initiatives, including her LinkedIn Learning courses, best-selling books, and insightful articles in dozens of business publications focused on enriching people’s lives.

Keyword themes: Doing CX Right podcast business customer service  customer experience Advantage player