How To Increase Customer Satisfaction By Asking the Right Questions

How To Increase Customer Satisfaction By Asking the Right Questions

by | Feb 5, 2024 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are you asking the right questions to increase customer satisfaction and staff, too?

Are you applying relatability and emotional intelligence to lead by example and turn customer service from satisfactory to exceptional?

This podcast episode with customer experience and service expert Stacy Sherman and featured guest Marty Grunder, CEO and “Entrepreneur Of The Year,” provide solutions to these important topics so that you can increase customer satisfaction and brand loyalty. You’ll hear:

  • Why asking the right questions is essential in grasping customer desires and improving relations with your team.
  • How to leverage the Net Promoter Score to tap into true customer sentiments and why passive feedback should never be ignored.
  • The pivotal role internal customer service plays in setting the stage for exceptional external customer interactions.
  • Effective strategies for fostering a culture of accountability and solution-focused mindsets within your team.
  • The art of roleplaying in preparing staff to excel in customer interactions draws parallels from high-pressure training methods used by elite forces and sports teams.
  • Anecdotes from Marty’s journey of growing a successful landscaping business during his college years, the understated power of simply returning calls promptly, and the continuous pursuit of progress over perfection.

Whether you’re a leader, entrepreneur, or customer service professional, this podcast episode will help you establish and grow a brand that resonates with customers and stands out in a crowded marketplace!

 

Customer Experience (CX) and Service Topics & Time Stamps: 

[00:01] Introduction and Welcoming Marty Grunder
[00:23] Marty’s Professional Background
[01:07] Fun Fact about Marty’s Business Success
[02:31] Advice to Younger Self: The Power of Asking Questions
[03:47] Customer Experience and the Importance of Asking the Right Questions
[05:24] Delivering on Customer Expectations and Simplifying Satisfaction
[06:04] The Significance of Listening to the Customer in Landscaping
[07:21] Basic Customer Service and Core Values
[09:04] The Importance of Relatability and Emotional Intelligence
[14:00] Key Questions to Gauge Customer Satisfaction
[16:14] Internal Customer Service Setting the Standard for External Customer Service
[18:55] The Concept of Progress Over Perfection
[21:02] Encouraging a Speak Up Culture and Comfort with Roleplaying
[23:06] Innovation as a Mindset and Continuous Improvement
[24:48] Final Takeaway: Reflecting the Importance of Internal Customer Service

Want to read this episode transcript, click >here 

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About Marty Grunder ~ Putting Customer Satisfaction At The Forefront Every Day

Marty Grunder is the founder and CEO of The Grow Group and of Grunder Landscaping Co., one of the most successful landscaping companies in the Midwest.

An unusual combination of full-time landscape professional and leading green-industry coach, Marty is uniquely positioned to deliver real-world, real-time guidance to Grow Group clients. His landscaping company has earned more than 50 local and national design awards and is a two-time winner of the Better Business Bureau’s Eclipse Integrity Award. Marty has himself been named entrepreneur of the year by both Ernst & Young and the US Small Business Administration and a Leader in Diversity by the Dayton Business Journal. The author of The 9 Super Simple Steps to Entrepreneurial Success, he has coached tens of hundreds of landscaping professionals and companies across the US and Canada and delivered more than 550 talks, motivating audiences of all sizes and shapes—from a small gathering of 20 to a stadium of 9,000—to achieve success. He is a columnist for Landscape Management and is a member of the boards of Park National Bank of Southwest Ohio and Wright State University. A graduate of the University of Dayton School of Business, Marty is based in Dayton, Ohio.

Connect on LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

Keyword themes: DoingCXRight podcast business customer service contact center marketing Customer satisfaction Customer loyalty

Designing Immersive Customer Experiences Based on Leading Brand Case Studies

Designing Immersive Customer Experiences Based on Leading Brand Case Studies

by | Oct 8, 2023 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Designing Immersive Customer Experiences 

We live in a digital-first world where technology is evolving faster than ever.

This brings immense customer experience opportunities for brands as well as pressure to keep innovating and designing great CX amidst constant change.

So, how can you create immersive customer experiences that wow people in today’s landscape? What are the latest strategies and success stories?

I recently sat down with customer experience leader Joe Wheeler to get his insights on these pressing questions.

Joe is the CEO of CX Digital and author of the new book “Immersive Experience Design: How Leading Brands Are Using Technology to Create Real Magic for Customers.” With decades of CX expertise advising major brands globally, he has a wealth of hard-won lessons to share.

In our conversation, Joe revealed proven ways leading companies intentionally design immersive CX while balancing meaningful human connections. Let’s dive into a summary of discussions.

 

Key Actions With Brand Examples To Design Impactful Immersive Customer Experiences (CX): 

 

1. Solve Important Customer Problems (Don’t Just Push Tech)

“The best companies that we work with don’t have a mission; they’re on a mission,” Joe emphasizes. “So when you read about Nike, you know, their mission is to bring inspiration and innovation to every athlete.”

Having a clear purpose beyond profits is crucial. But just as key: Ensuring your tech solutions truly relieve “pain points” in your customers’ lives. Don’t fall in love with whiz-bang technology for its own sake.

Joe cites the cautionary tale of Zoom Pizza, which raised $350 million to deliver pizzas at warp speed using robotics and AI.

Yet they went bust after 2 years because, as Joe puts it, “I didn’t feel like I needed it any faster. 30 minutes was fine.”

Customers didn’t have a burning problem that demanded solving. Zoom Pizza focused on their tech solution, not real value for people.

2. Adopt Agile Experimentation with Continuous Customer Feedback

Rather than big, rigid product launches, Joe advocates adopting Agile development with continuous small tests and improvements.

“Agile has replaced that. And thank God, because companies that really seem to be successful today, they test and learn. They do incremental changes. They get feedback.”

For example, Mexican construction giant Cemex introduced a “completely touchless experience” called MXGO in 2017-2018. As Joe describes, “As they took different interactions and digitized them, they watched how customers behaved. If the customer was taking a long time to adapt to their bot, or adapt to a digital channel, they kind of pulled it back a bit.”

By iterating based on how real customers responded, Cemex incrementally shaped experiences that worked.

3. Look at CX Through a Digital Lens First

In Joe’s view, traditional journey mapping is no longer enough. Leading brands take a digital-first perspective to reveal more opportunities.

He explains: “What you see leading brands do these days is they simultaneously understand what’s happening with technology. They begin by benchmarking companies like Amex, the world’s biggest bank, with how they do customer onboarding. Because before they wanted to talk to customers about their problems, they wanted a lens that was digital.”

This outside-in digital lens helps uncover possibilities that customers may not imagine themselves. You see their pain points in a new light.

4. Orchestrate Omnichannel Human + Digital + Logistics

Truly immersive CX artfully combines different elements across channels and touchpoints.

As Joe puts it, “It’s this combination of human, digital, logistical interactions that designs an experience across channels, kind of seamlessly, so you can pause and resume, that exceeds expectations on those moments of truth that really matter.”

For example, Cemex coordinates complex logistical operations to deliver concrete on time, digitally tracked. They mix digital efficiency with human problem-solving when needed.

Omnichannel CX recognizes customers fluidly switch between channels – don’t make them repeat themselves. Meet them wherever they are.

5. Invest in AI / ML Talent and Skills

As Joe highlights, talent has become tougher to obtain: “The competition for talent is on steroids now… There’s talent on the street and if I was an entrepreneur, I would be going to get that talent.”

Especially seek people skilled in emerging technologies like machine learning and AI. These areas represent huge opportunities but scarce expertise.

Joe predicts a huge divide between companies who build these capabilities – and those who don’t.

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About Joe Wheeler

A bestselling author, speaker, and consultant. He is the CEO of CX/Digital and the author of three best-selling books on the topics of customer experience, digital leadership and corporate culture.  His latest book, The Digital-First Customer Experience – Seven Design Strategies from the World’s Leading Brands describes the design strategies of leading brands including Nike, Amazon, CEMEX, Starbucks and others.  He has held executive roles at Bank of America, The Forum Corporation and earned an MBA from Edinburgh Business School.

Learn more on his website and Linkedin

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.

Keyword themes: #DoingCXRight #podcastbusiness #customerservice #contactcenter #dataprivacy #compliance #datasecurity #customerdata #consumerdata #marketing

The New Rules of Customer Experience in a Post-Digital Era

The New Rules of Customer Experience in a Post-Digital Era

by | Aug 6, 2023 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

The New Rules of Customer Experience in a Post-Digital Era: A Conversation with Antonio Grasso

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How does the intricate dance between Digital Transformation (DX) and Customer Experience (CX) shape the future of businesses? I recently interviewed Antonio Grasso to dive deep into this topic and more, uncovering strategies that will redefine the post-digital era.

The Essence of Digital Transformation

One of the pivotal questions I asked Antonio was, “What does Digital Transformation (DX) mean to you, and how does it intertwine with Customer Experience (CX)?” Grasso’s insights emphasize the symbiotic relationship between DX and CX, highlighting how technology is a tool and a catalyst that reshapes the fabric of customer interactions.

14 Tips for Successful DX: A Snapshot

Recently, Antonio shared a compelling infographic on social media outlining “14 Tips for Successful DX.” During our conversation, we explored these tips at a high level, breaking them down into digestible, actionable insights for businesses looking to navigate the digital transformation journey effectively with customer experience at the forefront.

Predictions: The Future Workforce Trends and Customer Experience

During the episode, Antonio and I share predictions on workforce trends. You’ll hear us provide a glimpse into the changing dynamics of the workplace, emphasizing adaptability, collaboration, and the increasing importance of emotional intelligence.

Conclusion

The post-digital era is not just on the horizon; it’s here. As businesses grapple with the challenges and opportunities it presents, insights from thought leaders like Antonio Grasso are invaluable. By understanding the intricate interplay between (DX) Digital and (CX) Customer Experience and by harnessing the strategies outlined in our conversation, business leaders can position themselves at the vanguard of this transformative age.

Digital Experience and Customer Experience Strategies with Antonio Grasso on Doing CX Right Podcast

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About Antonio Grasso:  

Founder and CEO of Italian startup Digital Business Innovation Srl, Antonio is regarded as one of the top digital transformation influencers and researchers on artificial intelligence, cybersecurity, the Internet of Things, blockchain, and sustainability.

He is an enterprise and public sector consultant. He collaborates with large multinationals and public institutions as an advisor, b2b influencer, author, and software innovator.

Currently, he is involved In two projects by the European Commission: the Next Generation Internet and the AI4EU – Artificial Intelligence for Europe as an external expert and ambassador.

Antonio is an Accredited and Qualified Global Mentor for Startups and Scaleups by the World Business Angels Investment Forum.

In 2021 he joined The Society of Professional Journalists as a professional member.

His ethical vision regarding digital transformation has seen him active on numerous social channels, all dedicated to spreading knowledge, most notably to developing countries. Antonio aims to help spread the concept of digital transformation, and he actively engages on social media to bring the latest content on new, emerging technologies and their uses to secure a better future.

Antonio Grasso has over 37 years of experience handling numerous projects in the field of information technology for both enterprise and public sectors. He believes that digital transformation is a digital evolution process that involves many aspects, and technology is only a component of the puzzle. For him, the biggest hurdle is a cultural change, and a strategic approach to face this epochal change is paramount.

Learn more on his website.

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy abut DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

Keyword themes: #ai #co-pilots, #communication, #storytelling, #customerservice, #customerexperience, #employeeexperience, #friction, #Microsoft #Bing, #usability, #chatgpt, #organization, #productivity, #contactcenter #customercare, #employeeengagement #doingcxright #podcastbusiness #podcastinterviews #podcastshow #podcaster #businesstips #leadership #emergingtech #emergingtechnologies

Gaining a Competitive Edge With The Right “Experience Mindset”

Gaining a Competitive Edge With The Right “Experience Mindset”

by | Jul 29, 2023 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Imagine having a thriving organization where your employees are as satisfied as your customers – sounds perfect, doesn’t it? Well, it begins with leaders having the right experience mindset.

In this podcast episode, Doing CX Right host Stacy Sherman sits down with Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, to discuss the secret formula of high-performing organizations and the employee-customer experience balance as explained in Tiffani’s new “Experience Mindset” book.

Key Points:

  1. The Experience Mindset: Tiffani emphasizes the importance of every touchpoint a company has with a customer in shaping their overall experience. She introduces the concept of ‘experience mindset’, urging decision-makers to consider the implications of their decisions on employees.
  2. The Importance of Customer Experience: Tiffani shares a Salesforce study that reveals 88% of customers feel the experience they have with a brand is as important as the products and services they sell. She predicts this percentage will eventually reach 100%.
  3. The Role of Technology in Customer Experience: You’ll hear about how the changes in digital engagement between brands and their customers are won or lost on the experience they had. This led to the creation of roles like the chief customer experience officer and chief customer officer, who focus on improving customer experience through technology.
  4. The Unintended Consequence of Over-Pivoting to Customer Experience: While companies have made significant investments in technology to improve customer experience, they have unintentionally increased the effort for employees, thereby decreasing their experience.
  5. The Importance of Employee Experience: You’ll hear about a common misconception that the responsibility of managing the employee experience falls solely on HR. Stacy and Tiffani emphasize that it’s the employees, not the chief officers, who deliver the customer experience and should therefore be equipped and trained accordingly.
  6. Advice for CX Professionals: Stacy and Tiffani share advice for those who are new to the CX world and who are more advanced. They recommends spending time with employees just like you would with customers and advises maintaining a beginner’s mindset and challenging assumptions about the business.
  7. Advice to Younger Self: Reflecting on her early career as a high-performing sales rep, Tiffani admits to what she did well and what she’d change based on what she knows now and didn’t realize then. 

Listen to entire  episode for more details about gaining a competitive edge through an “Experience Mindset.”

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About Tiffani Bova:  

Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice. She is also the host of the podcast What’s Next! with Tiffani Bova.

Learn more: tiffanibova.com.

Check out her newest book “The Experience Mindset” on Amazon.

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy abut DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

Keyword themes: Tiffany Bova, Salesforce, sales transformation, go to market models, digital impact, technology, sales, marketing, customer service, customer success, startups, customer experience, contact center, employee experience

The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

by | May 12, 2023 | Leadership & Personal Growth

Have you ever wondered how Motherhood and leadership intertwine? Do you realize the impact of Motherhood on your approach to customer experience (CX)?  It’s fascinating how the skills and lessons learned from being a mom shape our CX role while our customer-centric mindset enhances our parenting too.

With Mother’s Day approaching, I’d like us to pause and reflect on the incredible roles and hats that mothers juggle. Motherhood brings so much joy and challenges and profoundly impacts us as business leaders. Simultaneously, being customer-centric leaders also equips us with skills that enhance our parenting ability.

In this article, I share my views and experiences and bring you my friends’ perspectives, who I consider wonderful Moms and authentic women leaders by every definition. Read and apply the lessons to your life to keep showing up as your best self at work, at home, and everywhere you go. We have much to learn together, including Dads, Grandparents, Aunts, and Uncles too.

How Being a Mom Influences My Leadership Approach to Customer Experience

I believe Motherhood is a gift that keeps on giving. In some ways, my Gen Z kids (now young adults) have taught me more than I may have provided to them. Motherhood is a remarkable journey that shapes and redefines our lives. It challenges us to be selfless, patient, and nurturing while empowering us to be strong, resilient, and compassionate. As a mother, I discovered that the lessons and skills acquired through this transformative experience significantly influence my leadership approach to customer experience. Understanding each individual’s unique needs and problems allows me to intentionally tailor my approach and provide support in ways that are meaningful to each person—no cookie-cutter tactics. In addition, effective leadership is about fostering a culture of care, trust, collaboration, and dedication to exceptional communication. My best tip for you is to read “The Four Agreements.” It’s a life-changing book that applies to business and personal growth, as I’ve summarized in my other article.

How Being a Customer-Centric Leader Impacts My Approach to Motherhood

Being a customer experience leader means putting customers’ needs and satisfaction at the forefront of decision-making. This mindset significantly influences my approach to Motherhood. I strive to understand and anticipate my children’s needs, creating an environment where they feel valued and unconditionally loved. Just as I aim to exceed customer expectations, I strive to exceed my children’s expectations by providing them with the devotion, guidance, and resources they need to thrive. Being customer-centric in Motherhood means actively listening to their concerns, providing constructive feedback, and continually improving my soft skills. I also believe in full transparency and keeping conversations real to build and sustain trust. Learn more about the power of Trust and how to get and keep it on my DoingCXRight Podcast with well-known authors Joe Folkman (episode 86) and Charles Green (episode 20).

Tips for Balancing Mom/Work Life

Finding a balance between being a mom and excelling in a professional career can be demanding, but it is possible with the right mindset and strategies. Here are some tips that help me navigate this delicate balance:

Prioritize and categorize action items  

To-do lists can be overbearing. I suggest dividing all the items into what is important “now” versus “soon” and “later” so you know what to tackle in a methodical order. I recommend using apps to help you stay organized. One of my favorites is Things. (I have more favorites if you want tips and tricks.) Also, spend time with supportive people, including those who can assist with childcare or household responsibilities, to free up time for completing your list.

Set boundaries

Establish clear boundaries between work and family life. Designate specific times for work and dedicate uninterrupted time to your children. Time blocking and sticking to schedules help maintain a sense of routine and order. Check out helpful tips on my Doing CX Right Podcast episode 33, featuring Marcey Rader, author of  “Work Well. Play More! Productive, Clutter-Free, Healthy Living – One Step at a Time.”

Practice self-care

Taking care of yourself physically, mentally, and emotionally is essential. Set aside time for activities that rejuvenate and recharge you. Get creative and stick with it. Remember, a happy and fulfilled mother is better equipped to be a strong leader and caregiver. You can’t give to others if you are unfulfilled.

Strive for flexibility. Ask for what you need.

Embrace the flexibility that modern work environments offer. Seek opportunities for remote work or flexible schedules that allow you to balance your mom and work responsibilities more effectively. As my mom taught me, “If you don’t ask, the answer is always no.” By the way, the Gig Economy is real and a win-win for businesses and the workforce. Take advantage of it. Read my article to learn more.

More Insights From Powerful Moms AND Customer Experience Leaders

Q: How has being a Mom influenced your leadership approach to customer experience?

A: “As a Mom, I’ve found myself aware of how often I’m mentally and emotionally checking in with my kids. Even if I don’t ask directly, I’m watching and predicting how they’ll respond to something, what they might be feeling, or what obstacles might be in their way. I think this is a key skill for any leader, and especially CX leaders. We need to keep our awareness up for so many things. I think of this when I look for signals in feedback. They don’t tell us the whole story – we have to understand the big picture and predict how the customer feels and what they’ll do next. Data and AI, and predictive analytics can certainly help, but leaders need awareness and intuition to understand and act on the big picture – just like being a Mom!

Q: How has being a Customer Experience leader impacted your approach to Motherhood?

A: “I’m not sure if this is unique to being a CX leader, but as an entrepreneur, my kids have watched me work hard, have success on some days and challenges on others. I think this is a great thing for them to see so personally. Life is not a straight line and “luck” has a way of following lots of hard work! I talk about this journey with them as they face their own challenges.”

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

Bring your whole self. I’ve never shied away from talking about my role as a Mom with clients or colleagues and I discuss customer experience with the whole family! My boys are teenagers now and send me examples of great (and not so great) customer experience moments “in the wild.” It’s just part of their DNA. 🙂

Humans are complex and wonderfully nuanced. It’s best to bring all your complexity and nuance to everything you do, in my humble opinion. And balance might not be the word I use all the time. Both parenthood and customer experience are long games. That means you might be “out of balance” at some point but overall achieve a sense of balance over a span of time. It’s a constant reality and I think parents and caretakers of all kinds struggle with the daily demands. So give yourself some grace – remember it’s a long game with really amazing rewards.”

Listen to my conversation with Jeannie on Doing CX Right Podcast episode 16: Living Your CX Mission

Jeannie Walters

CEO & Chief Experience Investigator

Q: How has being a Mom influenced your leadership approach to Customer Experience? And how has being a Customer Experience leader impacted your approach to Motherhood?

A: I’m going to answer these together because I think they go both ways, i.e., the answer for one applies to the answer for the other. The skills and attitudes that we need as a parent often translate well to the approach we need as customer experience leaders. They include patience, problem-solving, selling, educating, communication and listening, critical thinking, persuasion, flexibility, empathy, adaptability, understanding, and more. I think we hone each of those skills in different ways as leaders and as moms.

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

A:  “Hi. My name is Annette. I’m a workaholic. LOL. I’m still trying to get better at it after 30+ years in this profession and 21+ years as a mom. It takes a deliberate act to truly get that balance. 

– I block out time on my calendar for things that I know I need to do for myself, including my morning workout, taking time out of the day to read and do other things, taking the kids to school (when they were younger), kids school stuff and events, and more. 

– It takes intentional actions to leave my home office at the end of the day and put it behind me for the evening; it will all be there for me again in the morning. That was a tough mindset to cut through.

– In the last couple of years, I’ve started taking a long weekend every month and going out of town to just reset and recharge. I’ve always said to my boys, When mom’s happy, everyone is happy. It’s so true. It works.”

Listen to my conversation with Annette on Doing CX Right Podcast episode 55: Building A Customer-Centric Organization

 

 

Annette Franz

Founder and CEO, CX Journey Inc

Q: How has being a Mom influenced your leadership approach to customer experience?

A: “I’ve become much more empathetic. I try to understand what matters to my sons, and the same for customers. It’s the same.”

Q: How has being a customer-centric leader impacted your approach to Motherhood?

“I became a mother at a young age before I became a leader. As a mother, I know the importance of building trust with kids, like getting and keeping trust with customers. Both need to know that they can rely on you.”

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

A:  Working Moms often feel guilty about not spending enough time with the kids and at the same time, not investing more time to work. What helps me a lot is learning that I don’t have to do it all by myself. My sons did not care too much about who drove them to the football training. Yet, they like to have me around watching the match, especially when they scored a goal.”

Sonja Mechling

CEO Kaiser & Kraft

self care quote- stacy sherman mothers day blog

Conclusion:

The roles of being a mother and a leader intertwine, creating a profound synergy that shapes our approach to customer experience. Through the lens of Motherhood, we gain invaluable lessons in empathy, understanding, and nurturing that transform us into more compassionate and effective leaders.

Simultaneously, our customer-centric leadership mindset influences our approach to Motherhood, enabling us to create an environment where our children feel valued, supported, and empowered.

Wishing all the Moms in the world a wonderful holiday, and may you celebrate every day by practicing self-care and other tips shared in this article.

Happy Mother’s Day To My Mom

 

who taught me so much about thriving in business and life. Watch my video to hear my Mom’s story and lessons learned from being one the first women Stock Options Traders on Wallstreet.