Lessons Learned From Best-In-Class Customer Experience Brands

Lessons Learned From Best-In-Class Customer Experience Brands

by | Oct 23, 2022 | DoingCXRight®‬ Podcast

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

How hard is it to become your customer?

What can we learn from best-in-class customer experience companies that consistently achieve brand loyalty and advocacy?

Featured podcast guest, Joseph Michelli, Ph.D., a Wall Street Journal and New York Times #1 bestselling author, shares actionable customer experience leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. His advice is based on working with customer-centric brands including The Ritz-Carlton Hotel Company, Starbucks, Mercedes-Benz, Airbnb, Zappos, and the Pike Place Fish Market.

 

 

What you’ll learn from this episode of Doing CX Right with Stacy Sherman & Joseph Michelli, PH.D.

  • What customer experience means and which brands are known for CX.
  • Proven strategies and tactical steps that reputable brands take to achieve success.
  • Effective ways to motivate employees to deliver memorable customer experiences.
  • Should staff be monetarily incentivized to achieve customer satisfaction metrics?
  • Best leadership advice received and given.
  • The most important key take away for business leaders to do now.

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About Joseph Michelli, Ph.D. ~ Lessons From Best-In-Class Customer Experience Brands

Joseph is a certified customer experience professional, one of Global Guru’s top three experts on customer service, the author of ten business books about companies like Stronger Through Adversity, Airbnb, Starbucks, Zappos, Mercedes-Benz, and The Ritz-Carlton Hotel Company. In addition to being a Wall Street Journal and New York Times #1 bestselling author, Joseph helps leadership teams improve the experiences they provide for team members and customers. He also is an internationally sought-after keynote speaker on leadership and customer or patient experience. More details are on his website.

https://www.linkedin.com/in/josephmichelli

https://www.twitter.com/josephmichelli

https://www.facebook.com/themichelliexperience

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Journey Mapping Techniques To Put Customers At The Center Of Your Business

Journey Mapping Techniques To Put Customers At The Center Of Your Business

by | Oct 14, 2022 | DoingCXRight®‬ Podcast

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

Are you putting the customers at the center of your business? Would your clients say yes, if asked?

Kerry Bodine and Stacy Sherman dive into Kerry’s famous book “Outside In” (a must-read) and discuss practical ways to apply human-centered design and journey mapping the right way to gain customer loyalty, advocacy, and financial benefits.

You’ll get a lot of valuable and actionable tips from listening to this episode, whether you are brand new to journey mapping and the customer experience field or advanced in your practice and want to enhance your skills.  

 

What you’ll learn from this episode of Doing CX Right with Stacy Sherman & Kerry Bodine:

  • The meaning of “outside in” and why it matters for business success.
  • What is journey mapping, and how it has evolved to put customers at the center of business.
  • Reasons to care about doing journey mapping the right way and also human design.
  • Best practices and actionable tips from Outside-In to improve customer experiences (CX).
  • Impactful leadership advice given and received to help you lead with excellence.
  • Life lessons and wisdom we’d tell younger 20-year-old selves. It’s not too late to apply.

 

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About Kerry Bodine ~Putting The Customer First Through “Outside-In” and Journey Mapping Techniques

Kerry Bodine believes that happy customers lead to happy shareholders.

With expertise in human-centered design, journey mapping, marketing, and branding, she founded the customer experience consultancy Bodine & Co. in 2014. Her consultancy works with executives to co-create innovative products, services, and experiences that can define their company’s future. Her book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences — and how their organizations must change in order to deliver them.

Kerry spent seven years with the customer experience practice at Forrester Research. As vice president and principal analyst, she led Forrester’s research on customer experience design and innovation. She was also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.

Kerry’s ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She is a frequent keynote speaker at conferences and private corporate events around the world.

Connect on LinkedIn + Website

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance

Lessons From The Sports Industry to Level Up Your Game and Customer Service Performance

by | Oct 10, 2022 | DoingCXRight®‬ Podcast

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

Leveling Up Your Customer Service & Business Performance

What can the highest-performing basketball players teach us about delivering exceptional customer service experiences? What are leadership strategies that elite athletes use to perform at world-class levels that you can do too?

Stacy Sherman and featured guest Alan Stein, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, answer these questions. Plus, you’ll learn how to create unparalleled organizational performance, cohesion, and accountability with earned trust at the forefront.

Without a doubt, after listening to this episode, you’ll shift your mindset and actions that raise your game and customer service to new levels.  

This episode of DoingCXRight answers the following questions about customer service …and more:

  1. The links between customer experience (CX), customer service, and the sports world.
  2. How to have “a winning mindset and avoid resistance.
  3. Valuable routines and habits of sports champions that business people could benefit from replicating.
  4. Advice to people who care to be influential leaders yet hit many internal roadblocks.
  5. The one key takeaway to level up the organization and individual performance

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About Alan Stein, Jr ~Leveling Up Leadership and Customer Service

Alan is a keynote speaker and author who spent 15+ years as a performance coach working with the highest-performing basketball players on the planet (Kevin Durant, Stephen Curry, and Kobe Bryant). He now teaches audiences how to utilize the same strategies in business that elite athletes use to perform at a world-class level.

He recently published, “Sustain Your Game” which is built upon a simple premise: each of us will always be under construction, a work in progress, and constantly evolving. The goal is to be moving toward our highest potential, toward making a meaningful contribution, and toward becoming the best version of ourselves.

Alan brings you the keys to lasting, unimaginable success. The secret? Sustain Your Game teaches a timeline of short-term to medium-term to long-term because we are always battling all three: stress in the now, stagnation in the present, and burnout in the long term.

Part I—PERFORM is about managing stress in the day-to-day (short term)
Part II—PIVOT is about avoiding stagnation in your current situation (medium term)
Part III—PREVAIL is about beating burnout and making a lasting impact (long term)

Connect with Alan on LinkedIn + Get his book on Amazon.

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Creating Memorable & Personalized Customer Experiences At Scale

Creating Memorable & Personalized Customer Experiences At Scale

by | Oct 2, 2022 | DoingCXRight®‬ Podcast

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

Nurturing Customer Relationships At Scale

How often do you get a handwritten letter in the mail? When you do receive a personalized letter, how does it make you feel? You likely remember it and may even look at the message longer than a quick text or email that’s buried in your inbox. This episode of Doing CX Right is about leaving a lasting impression, nurturing customer relationships, and being memorable to grow your company at scale and retain customers and employees, too.

Featured guest David Wachs is a serial entrepreneur. His latest venture, Handwrytten, is bringing back the lost art of letter writing through scalable, robot-based solutions that write your notes in pen.  He’s changing how people interact and connect while also driving more appreciation and gratitude on a massive scale. 

While Doing CX Right podcast is typically brand-agnostic, David’s business model is appealing and recommended because it’s about humanizing business in a simple and effective way. Creating more memorable experiences for your customers, work teams, business partners, and others must be intentional. It doesn’t happen by accident. So, listen to the show and take notes, as there are a lot of actionable gems shared.

This episode of DoingCXRight with Stacy Sherman answers the following questions about customer relationships …and more:

  1. How can I personalize the customer experience in a high-tech world?
  2. What is the value of a handwritten note to achieve business goals?
  3. How can I proactively nurture customer relationships even when mistakes happen?
  4. Why is personalization essential for customer experience success?
  5. How can I increase employee loyalty on CX day, Customer Service Week, and beyond?

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About David Wachs ~Nurturing Customer Relationships At Scale

David Wachs is the Founder and CEO of Handwrytten, a platform for writing and sending handwritten notes at scale. He is a serial entrepreneur and frequent speaker on marketing technology. Previously, David was the Founder and President of Cellit.

Connect with him on LinkedIn + Website

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Building A Winning Customer-Centric Organization The Right Way

Building A Winning Customer-Centric Organization The Right Way

by | Sep 12, 2022 | DoingCXRight®‬ Podcast

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

What does a real customer-centric culture look like that’s built to win?  

Customer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then use that understanding to intentionally design better experiences for them.

Too often, companies believe they know what’s best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction.

During this podcast episode, you’ll hear Stacy Sherman and Annette Franz, Founder and CEO of CX Journey Inc. explore customer-centric businesses, examine the ways they implement strategies, and provide actionable advice for you to outperform competitors.

CX Topics:

  • What does “putting the customer in “customer experience” mean?
  • Actionable tips and key principles from her newest book “Build to Win”  
  • Views on linking customer experience metrics to employee bonuses. 
  • Effective tactics to really understand customers.
  • Advice to those who don’t know where to start in journey mapping & the game-changer of doing it right. 
  • Annettes views on CX trends during the up & down economic times 
  • Best leadership advice received.
  • A fun fact people may not know about Annette, before entering the CX field 
  • Advice to her younger 20-year-old self based on what she knows now and says to her two boys.

    Remember:

    Customer experience success does not occur overnight or automatically but rather happens when individuals and teams intentionally put customers first and do so consistently. 

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    Keep learning and paying it forward.

    Watch Video With Stacy Sherman and Annette Franz on Youtube

    About Annette Franz ~Building a winning customer-centric culture

    Founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates and spent much of the next 25 years before founding CX Journey Inc. in 2017, leading consulting services for the major voice of the customer (VOC) platforms, and helping clients in a variety of industries. She has also worked on client-side customer experience strategies for Mattel, Fidelity Investments, and Compellon.

    Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. Her second book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, which dives into the ten foundational principles of a customer-centric culture, will be published by Advantage|ForbesBooks in Q1 2022. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

    LinkedIn. Website.

    About Stacy Sherman: Founder of Doing CX Right®‬

    An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.