10 Customer Experience Best Practices When Mistakes Happy by Stacy Sherman

“Customer Experience Best Practices When Mistakes Happen”

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 →

Stacy Sherman Discusses Wow Moments For CX Success

How To Create WOW Moments For CX Success. (Try This Easy Technique)

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 →

Customer Feedback Best Practices. DoingCXRight

How To Leverage “Smiles & Frowns” To Improve Customer Experiences

You’ve probably seen signs in restaurants, hotels, and other locations requesting customers for feedback about their experiences. It is common practice more than ever before, even in unusual places like public bathrooms. Focusing on customer experience (CX) and capturing the Voice of Customers (VOC) feedback is smart business. Yet if the execution is not done right, it is wasted effort.

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Should NPS Be Tied To Employee Compensation?

The Great Debate: Should Employee Paychecks Be Linked To Customer NPS?

Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class companies. While there’s no question about the importance of customer experience (CX) and employee (EX) too, there is a debate about WHICH metric is best and HOW to apply it within organizations. Continue Reading →

Inspirational Ways To Increase Your CX Skills by Stacy Sherman

5 Inspirational Ways To Increase Your CX Skills

People often ask me for advice on how to increase their CX skills. They want to understand more about the customer experience field and proven methodologies to differentiate their brands. While I’ve had a lot of on the job and academic training over the years (before CX was even an acronym), I continue to learn from inspirational people. I’m happy to share a sample of some of my favorites as they’ve impacted me in small and big ways. The list continues to grow. I will share more in 2020.    Continue Reading →

How To Humanize Customer Experience In The Digital Age

How To Humanize Customer Experiences In The Digital Age

Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a different meaning. The launch of digital apps and websites significantly changed our lives offering more convenience, time savings, expanded product choices, and easier access to offers and promotions. Though there are a lot of advantages to digital shopping, it’s harder for companies to differentiate their brands. Easy ordering and on-time delivery are customary. Free shipping and simple return processes are the norms. When it does not go as expected, then customers get irate, and satisfaction scores decline. So then…. Continue Reading →

Employees Impact Customer Experiences By DoingCXRight

What Makes Customers Brand Loyal? (Hint: It’s Not Price)

The smallest gestures by frontline employees can be a significant reason shoppers turn into repeat buyers. I was reminded of this when buying clothing at a department store recently. Upon bringing my items to the register, the nice woman asked questions about my day and overall shopping experience. I was surprised by our first interaction as warm greetings don’t happen frequently enough. Why is that? Saying “hello” and good-bye” is such an easy way to delight customers. I especially love when company owners greet customers. (Read my Woodloch story).

Besides a pleasant dialogue when first meeting, my experience got even better. The lady scanned each item and noticed that none of the clothes I was buying were on sale. She asked me if I had any promotional offers but unfortunately, I did not. She proceeded to explain that customers who have their store credit card receive discounts, and then inquired if I wanted to get one. I kindly declined and was prepared to pay full price for the items. At that moment, the woman went into her drawer and took out a coupon to apply to my purchase. She saved me $25. Although it was not a significant amount of money, it was a highly satisfying moment. I did not expect her to provide me any discount especially since I declined the credit card offer. I thanked the woman twice and told her how much I appreciated my purchase experience ALL BECAUSE OF HER. I walked out of the store a happy customer and continue to be a repeat purchaser.   

My personal story provides several customer experience lessons:

  • Frontline employees matter. They matter a lot! Businesses need to empower their staff to be brand ambassadors. Managers need to encourage employees to surprise and delight customers even when they are not looking.
  • Company leaders need to recognize employees who create exceptional experiences. When employees are happy, customers benefit too. Attitudes are contagious.
  • Buyers often care more about EXPERIENCE over PRICE when choosing brands. There’s tons of research to prove this statement. I especially like a report published by CMO. It emphasizes that experiences drive customer loyalty and that addressing customer needs must be FIRST PRIORITY!

 

KEY TAKEAWAYS FROM MERKLE’S  RESEARCH STUDY:

  • “More than half (52%) of online buyers said they stopped shopping on a brand website due to bad site experiences.” I 100% agree, which is why I’m a big advocate of doing user testing with real customers in pre AND post-launch stages.
  • “Word of mouth is the most organic and valuable form of marketing, and it will only increase when customers feel that their experience is worth sharing.” Yes indeed, which is why so many companies rely on the Net Promoter Score (NPS).
  • “Customers are looking for long-term, connected experiences that are as EFFICIENT as they are enjoyable.” This is very true, and why I emphasize the importance of including “level of effort” in CX measurement programs. NPS is useful but even more so when combined with other metrics. Read the Wallstreet article and my personal views about this topic.

 

What is your perspective?

I’m interested in hearing examples of when a company employee went above and beyond to make your buying experience a memorable one. How did you feel? Did you purchase again because of that experience, even when you could buy somewhere else for a better price? Share your views by joining CX conversations on Instagram, Twitter, and LinkedIn.   

WANT TO INCREASE YOUR CX SKILLS & TRANSFORM YOUR ORGANIZATION?

Continue reading “What Makes Customers Brand Loyal? (Hint: It’s Not Price)”

Is Net Promoter (NPS) Score Bogus? WSJ Article

“Is Net Promoter (NPS) Score Misleading?” My Views About WSJ Article

There’s an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not “Net Promoter Score,” otherwise known as “NPS,” is a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.” Continue Reading →

Customer Experience Tip by DoingCXRight

CX Example That Stands Out Above The Rest

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.

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