8 Customer Experience Lessons That Will Transform Your Business in 2025

8 Customer Experience Lessons That Will Transform Your Business in 2025

by | Jan 6, 2025 | Featured Blog

2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth.

In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year’s top guests. Discover what worked and what didn’t and how to implement strategies that inspire employees, foster collaboration, and strengthen customer relationships. 

Packed with actionable advice and practical insights, this recap will help you create a winning CX strategy for 2025. 

Listen To 8 Customer Experience Lessons on the Doing CX Right 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

Customer Experience Lesson 1:
Building Connections Is More Important Than Making Corrections

Too often, businesses focus on fixing issues while neglecting to build meaningful connections. When customers feel like case numbers instead of people, trust erodes, and loyalty disappears.

As Seth Godin says, “Empathy is where we begin.” But empathy isn’t just about being kind—it’s about understanding your customers on a deeper level. Daniel Goleman identifies three types of empathy we must master (learn more on Doing CX Right®‬ podcast ep.155)

  • Cognitive Empathy: Understanding how others think.
  • Emotional Empathy: Feeling what others feel.
  • Empathic Concern: Anticipating and addressing what others need.

How to Make Empathy Your Superpower:

  • Start every customer interaction by listening first.
  • Focus on nurturing existing customers, not just acquiring new ones.
  • Audit your touchpoints to identify opportunities to build stronger emotional connections.
  • Deliver consistent delight, turning customers into advocates.

Consistency builds trust, and trust strengthens loyalty.

Customer Experience Lesson 2:
People Power Business

Technology and strategy are essential, but without the right people, they’re meaningless. As David Meerman Scott said, “Doing CX right is about bringing humanity to business.” Similarly, Brian Adams added, “People are the only competitive advantage left in business.”

However, disengaged employees can derail even the best CX plans. Andy Molinsky’s insight is crucial here: “Connections are built on similarities, not by avoiding differences.”

How to Empower Employees for Better CX:

  • Integrate employee experience (EX) and customer experience (CX)—they are inseparable.
  • Equip front-line employees with the tools and autonomy they need to solve problems decisively.
  • Recognize and reward employees publicly to build trust and momentum.
  • Foster decision-making freedom by initiatives like a “no-approval-needed” budget for customer resolutions.

Engaged and empowered employees deliver exceptional CX.

Customer Experience Lesson 3:
Satisfaction Isn’t Enough to Keep Loyal Customers

Satisfaction alone doesn’t build loyalty. Customers need to feel seen, heard, and valued.

Alex Genov summed it up perfectly: “Customers aren’t numbers. Treat them like numbers, and they’ll leave.” Mauro Porcini echoed this sentiment: “Start from the perspective of people, not consumers.”

How to Go Beyond Satisfaction:

  • Map emotional high points in your customer journey and create moments of delight.
  • Turn friction points into opportunities for connection and surprise.
  • End every interaction with the question: “What else should we know to help you better?”

When companies embrace these practices, they not only retain customers but also earn their loyalty. CX isn’t just about making customers happy—it’s about creating sustainable growth and loyalty.  

 

Want to know the remaining transformational customer experience lessons? Contact me for eBook.

Is your company truly delivering exceptional customer experiences?

Find out by taking my CX Culture Assessment for valuable insights.  Free for a limited time.

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Supersizing Customer Value or Illusions? Insights on McDonald’s $5 Bundled Meal

Supersizing Customer Value or Illusions? Insights on McDonald’s $5 Bundled Meal

by | Jul 15, 2024 | Retention & Loyalty

McDonald’s recent promotional move, resulting in an 8% jump in foot traffic on day one, has the industry buzzing. This highlights the undeniable power of an enticing offer. However, before diving headfirst into replicating this strategy, it’s crucial to critically examine the broader implications of value and opportunities it presents.

Customer Value vs. Worth: The Real Happy Meal

Offering a $5 meal deal caters to price-sensitive customers, but value encompasses more than just a low price. True value involves delivering an exceptional overall experience, maintaining high quality, and ensuring that products and services meet the evolving needs of customers. Instead of merely focusing on price cuts, consider what value truly means from the customer’s perspective. Is it possible to create a “Happy Meal” of experiences that satisfies deeper desires?

Rethinking Bundling: More Than a Combo Meal

Bundling has become a successful strategy, offering customers more for less. However, it’s worth exploring new approaches. Imagine offering highly customizable bundles instead of standardized combos. Allowing customers to select components that suit their preferences can lead to greater satisfaction and a stronger connection to the brand. This move could transform the traditional combo meal into a tailored dining experience.

Inclusive Digital Promotions: No Customer Left Behind

McDonald’s clever use of app promotions highlights the power of digital engagement. However, it is crucial to ensure these promotions are accessible to all customers, regardless of their tech proficiency. Developing user-friendly, inclusive digital platforms can enhance the customer experience for everyone, ensuring no customer is left behind in the digital age.

Harmonizing Corporate and Franchise Goals: The Perfect Recipe For Customer Value

Some franchisees have expressed concerns about the financial pressure from promotions. Creating strategies that benefit both corporate and franchise operations is like perfecting a recipe—it requires balance and the right ingredients. When all stakeholders, from executives to front-line employees, are aligned and motivated, the organization becomes more cohesive and successful.

Building Long-Term Loyalty: From Drive-Thru to Loyalty Lane

While low-cost deals attract immediate attention, building long-term customer loyalty requires more than just temporary offers. Focus on creating experiences that keep customers returning even after the deal ends. Personalized services, quality interactions, and consistent value delivery are key to fostering lasting relationships. It’s about transforming a quick drive-thru visit into a journey down loyalty lane.

Innovative Customer Experience Approaches: The Ultimate Combo

To lead in customer experience innovation, consider these strategies that balance cost and customer value:

Customizable Bundles: Allow customers to create their own bundles, choosing products or services that fit their preferences within a set price range. This personalization can delight customers while maintaining affordability.

Tiered Pricing Models: Offer different pricing tiers that provide various levels of value and experience. This approach caters to both price-sensitive customers and those willing to pay more for enhanced experiences.

Reward Programs: Implement loyalty programs that reward repeat customers with discounts, exclusive offers, or special experiences. This encourages long-term engagement beyond initial low-cost deals.

Experience Enhancements: Focus on enhancing the overall customer experience through superior service, quality products, and memorable interactions. These elements add value that goes beyond the price point.

Community Engagement: Develop promotions that encourage community participation and create a sense of belonging. Group discounts or community events can foster loyalty and positive word-of-mouth.

Social Responsibility: Align pricing and promotional strategies with social and environmental goals. Customers increasingly value brands that demonstrate a commitment to ethical practices.

Challenging the Status Quo: Flipping the Script

True innovation involves challenging existing paradigms and rethinking the foundations of value, pricing, and customer experience. Use the momentum from successful promotions to drive transformational changes within the industry. Consider what traditional practices can be reimagined or discarded to create something better. Embrace the opportunity to redefine customer value in ways never done before.

The Path Forward: Leading the Way

In the realm of customer experience, the true leaders are those who dare to reimagine the playing field entirely. By looking beyond conventional strategies and embracing bold, innovative ideas, businesses can create lasting impacts beyond temporary promotions.

Improving Customer Service and Retention – The DARMA™ Method

Improving Customer Service and Retention – The DARMA™ Method

by | Apr 28, 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

Ever feel like you’re losing customers as fast as you gain them?

Wondering how to stop this ‘leaky bucket’ scenario and increase customer retention?

Welcome to another episode of “Doing CX Right,” where we directly address the all-too-familiar problem of customer churn.

The Impact of the DARMA™ Method on Customer Retention

I’m thrilled to have Dave Seaton, a passionate advocate for customer experience and the brain behind the DARMA™ Method for customer journey mapping. This method is a game-changer for retaining the customers you’ve worked so hard to acquire. Dave will share how deeply understanding your customers’ needs, aspirations, and resonances can transform your approach to customer retention.

Unpacking the Journey Mapping Process

Dave’s distinctive approach to journey mapping goes beyond merely tracking customer interactions—it’s about reinforcing crucial customer loyalty. We’ll uncover how this method not only tracks but enhances customer relationships through strategic engagement and detailed understanding.

Addressing CX Misconceptions and Strategic Implementation

Our conversation will also tackle common CX misconceptions and explore strategic ways to ensure that your customer experience initiatives deliver tangible business outcomes. The focus is on shifting from merely reacting to customer issues to a proactive strategy that fosters loyalty and promotes sustained customer retention.

Five Key Lessons to Enhance Customer Retention Through Journey Mapping

1. Define the CX Problem: Understand the problem you’re trying to solve by identifying the target customer and the business case for the journey mapping initiative.
2. Engage in Thorough Research: Conduct extensive customer interviews to gather quality insights and understand their needs, goals, and values along their journey.
3. Map Out the Customer Journey: Analyze research data, create personas, and visually represent the customer’s story to highlight critical moments and improvement opportunities.
4.  Act on Insights: Use the insights gained through journey mapping to drive meaningful changes within the company. The map should act as a catalyst for improvement.
5. Implement Effective Change Management: Ensure stakeholder buy-in and maintain engagement throughout the journey mapping process, facilitating cross-functional collaboration for a cohesive customer service approach.

Conclusion

This episode is not just an exploration of the transformative power of journey mapping but a comprehensive toolkit for amplifying customer retention. Join us as we dive into these essential strategies to help you shore up that leaky bucket and transform customer journey mapping into a retention powerhouse.

Press Play  To WATCH On Youtube

About Dave Seaton:  

CEO AND PRINCIPAL CONSULTANT

Incredible experiences don’t happen by accident—they’re intentionally designed. When you understand the customer journey, you can prioritize the experiences that matter most. Dave’s proudest of a project where he flew 4,768 miles, got lost in rural Pennsylvania, and survived a high-speed Uber ride down Bourbon Street to interview customers for a B2B SaaS company. Using those insights, he transformed the customer experience and reduced churn by 66%. Connect on 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.

    Learn More About Increasing Customer Loyalty.

    Watch Stacy Sherman’s Linkedin Learning Course‬.

    Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

    Learn how to identify challenges that impact frontline worker effectiveness.

    Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

    Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

    This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.

    Linking agent experience to customer experience from Increase Customer Loyalty by Doing Agent Experience (AX) Right by Stacy Sherman

    Topics Discussed: Doing CX Right podcast

    customer experience, Seton CX, customer journey maps, dharma method, musician, multi-instrumentalist, producer, composer, software company, online game, mentor, customer service, accounting, advertising, customer experience, customer feedback, journey mapping, business outcomes, stakeholder engagement, customer churn, customer retention, customer lifetime value, loyalty, retention, B2B, B2C, B2B2C, employee journeys, patient journeys

    Customer Loyalty: From Impressed to Obsessed For ROI Growth

    Customer Loyalty: From Impressed to Obsessed For ROI Growth

    by | Apr 14, 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 your customers truly loyal, or are they waiting for the next best offer to lure them away?

    How can you evolve a customer’s casual appreciation into unwavering devotion?

    Are standard customer service practices enough to guarantee a return on your investment in customer experience?

    The answers to these piercing questions are essential for businesses aiming to stand out in today’s competitive marketplace. I’ve explored these dimensions and curated actionable strategies to foster customer loyalty based on insights from my years of experience and the invaluable perspective of featured guest Jon Picoult.

    Customer Experience Topics Discussed:

    • Why aiming for customer satisfaction is setting the bar too low for modern businesses.

    • The secrets of turning casual customers into raving, obsessed fans of your brand.

    • How companies can increase revenue and reduce costs by focusing on the customer experience.

    • The importance of existing customers in growing your business and why they shouldn’t be overlooked.

    • Utilizing Net Promoter Scores effectively to amplify positive feedback and drive customer loyalty.

    • Encouraging customers to readily share their praise, boosting team morale and reinforcing brand affinity.

    • Fostering an emotional connection with customers, transcending mere satisfaction to create brand attachment.

    •  The crucial role of employee experience in mirroring customer experience success.

    10 Customer Loyalty Lessons:

    1. Welcome Feedback: Actively encourage and facilitate customers to share their positive experiences.
    2. Embrace Emotion: Focus on the emotional impact of customer interactions, not just the logical outcomes.
    3. Raise Standards: Aim beyond customer satisfaction to create a lasting impression and true loyalty.
    4. Step Inside: Regularly put yourself in your customers’ shoes to better understand their experience.
    5. Invest Wisely: Allocate resources toward enhancing CX as it leads to revenue growth and cost control.
    6. Utilize Data: Employ voice of the customer metrics and behavior tracking to measure CX impact.
    7. Foster Connections: Build a deep emotional resonance with customers to transition from impressed to obsessed.
    8. Prioritize Retention: Concentrate on increasing the value and engagement of existing customers.
    9. Champion Excellence: Remove obstacles for your team to provide top-notch service and CX.
    10. Reflect Continuously: Learn from every leadership experience to improve both customer and employee satisfaction.

    Whether you are a business owner, a CX leader, or a marketing enthusiast, you won’t want to miss the customer experience leadership wisdom shared, as it may be your game-changer. 

    Press Play  To WATCH On Youtube

    About Jon Picoult:  

    Acclaimed author and keynote speaker.
    Founder of Watermark Consulting.
    Advisor to CEOs.

    Jon Picoult is masterful at helping companies impress their customers and inspire their employees — creating raving fans that drive business growth.  He is the founder of Watermark Consulting and a noted authority on customer and employee experience. 

    A sought-after business advisor and public speaker, Jon has worked with the C-suite at some of the world’s foremost brands.  He helps organizations capitalize on the power of loyalty – both in the marketplace and in the workplace.

    Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Fortune and Forbes.  His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.

    Jon is also the author of the Amazon bestseller, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which was featured in The Wall Street Journal as a top reading pick, and has also earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach).

    Prior to establishing Watermark, Jon held senior executive roles at Fortune 100 firms – leading service, operations, distribution, technology, sales and marketing.  Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a leading global financial services company.

    Jon received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University.

    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.

    Learn More About Increasing Customer Loyalty.

    Watch Stacy Sherman’s Linkedin Learning Course‬.

    Customer service expert Stacy Sherman shows you how to foster a strong frontline worker experience so your agents and other staff can deliver value and engender customer loyalty.

    Learn how to identify challenges that impact frontline worker effectiveness.

    Explore hiring strategies for contact center and other frontline roles, as well as how to build positive relationships with your frontline workers from day one.

    Find out how to elevate frontline worker performance through intentional training and development and prepare frontline workers for future leadership.

    This course equips you with a blueprint to connect frontline worker experience to customer experience, so that you’re focused on doing right by your teams and your customers.

    Linking agent experience to customer experience from Increase Customer Loyalty by Doing Agent Experience (AX) Right by Stacy Sherman

    Topics Discussed: Doing CX Right podcast

    customer experience, Watermark Consulting, author, speaker, CX advisory firm, radio DJ, artificial intelligence, choreographed experience, impressing customers, lasting impression, emotional impact, book and research, customer experience ROI, operating expenses, Customer Experience ROI Study, financial lift, wallet share, customer acquisition, Net Promoter Score, customer loyalty, customer compliments, brand obsession, emotional resonance, voice of the customer, customer surveys, customer behavior, leadership development

    5 Essential Elements of Creating Loyal Advocates and Raving Fans

    5 Essential Elements of Creating Loyal Advocates and Raving Fans

    by | Apr 22, 2023 | DoingCXRight®‬ Podcast

    Press Play ▶️ To LISTEN To 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 struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactly what to do.

    Show host and customer experience expert, Stacy Sherman sits down with Brittany Hodak, award-winning entrepreneur and author, to discuss the five essential elements of getting and keeping loyal customers. We want you to have raving fans who continuously tell everyone they know about your products and services.

    Drawing on experience working with big brands like Walmart and Disney and performers like Katy Perry and Dolly Parton, Brittany shares valuable insights and key lessons from her background in the entertainment industry. Her stories are inspiring and informative. Take notes, as you’ll get many actionable tips from this show.

     

    What You’ll Learn About Getting & Keeping Raving Fans:

    • Why customer experience matters and how to do CX right.
    • Research and the inspiration for Britanny’s book about creating super fans.
    • 5 impactful customer experience tactics you can do right now.
    • The biggest threat to CX and how to get ahead of it.
    • Ideal organization structure and perspectives on the Chief Experience Officer (CXO) role.
    • The role of artificial intelligence (AI) and how to leverage technology in CX.
    • Fun facts about Brittany as a World Guinness Record holder and more

    Press Play ▶️ To WATCH On Youtube

    About Brittany Hodak: Creating Loyal Customer Advocates

    An award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes to organizations, including American Express and the United Nations. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com. Her book, Creating Superfans, was released on January 10, 2023.

    Learn more on her website, LinkedIn

    About Stacy Sherman: Founder of Doing CX Right®‬

    Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that produces 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/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.