I recently joined Engati’s podcast to discuss what it means to humanize business and how to differentiate brands by applying customer experience best practices.
Stacy’s Article Originally Published in Forbes November 2019.
We’re human beings, which means mistakes are inevitable. What employees (the face of your company) do when errors occur affects customer trust and loyalty. For example, Continue Reading →
Over the years, I’ve been speaking and writing about the importance of experiences and Wow Moments to drive happy customers and engaged employees. I am a believer in what Maya Angelou says, “People may not recall WHAT you did or the words you said, but they remember HOW YOU MADE THEM FEEL!” Wow Moments create positive emotions that fuel trust, loyalty, and referrals. Continue Reading →
Some companies invest in Customer Experience (CX) as an afterthought. Other brands are 100% focussed on allocating resources to create customer excellence. They purposely establish budgets to build and expand a CX team, and measure customer satisfaction and related KPIs daily. They also close the loop to fix identified customer pain points. Continue Reading →
I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as well as how employees interact with one another. My recent trip was no different when visiting The Lodge At Woodloch with my family. I could write a book about my Woodloch experience, however, there’s a specific CX example that impressed me the most. Continue Reading →