Lessons Learned From Best-In-Class Customer Experience Brands

Lessons Learned From Best-In-Class Customer Experience Brands

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

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.

Follow On Social Media

Join Newsletter

Press Play To WATCH Interview:

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.

Leading Experience Management During Uncertain Times

Leading Experience Management During Uncertain Times

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

What does Experience Management (XM) mean?

Bruce Temkin, often referred to as the “Godfather of Customer Experience.” created six laws of experience management.  These are important to understand and implement, especially during times of uncertainty.

Key factors include:

  • People are emotional, not rational
  • Journeys add meaning to moments
  • Actions transform insights into value
  • Commitment aligns behaviors
  • Leaders boost or break inertia
  • Experience management (XM) is a habit, not an act

During the episode, you’ll hear details about these six laws and ways leaders can “boost inertia” to radically improve customer service, employee empowerment, and all human experiences at scale.   

Follow On Social Media

Join Newsletter

Press Play To WATCH Interview:

About Bruce Temkin ~Experience Management (XM) Visionary

Bruce is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership, training, and a global community of XM professionals called “XM Pros.” XM Institute’s mission is to empower and inspire XM professionals to radically improve human experiences.

Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.

XM Institute publishes a wealth of content and tools for XM professionals to improve their customer and employee experiences, all of which you can access for free at XMinstitute.com.

Linkedin Twitter

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 a Frictionless Organization & Better Customer Experiences

Creating a Frictionless Organization & Better Customer Experiences

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

Being frictionless has become a strategic necessity.

What does frictionless even mean? What are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most reputable brands? 

Whether your company is a small start-up, mid-size or large corporation, the principles are the same, and it is in your control to improve experiences for everyone who interacts with your brand. In fact, customer loyalty depends on it.


Topics discussed:

  • The definition of frictionless.
  • Why should business managers and leaders care?
  • Practical advice from Bill’s previous book: ‘The Best Service Is No Service,’  
  • Proven ways to reduce customer complaints by removing friction. 
  • Bill’s step-by-step methodology to remove customer pain points and sustain a frictionless state. 
  • Doing CX Right examples from companies all over the world including Airbnb, Amazon, Tesla, Zoom, etc. 

 

Follow On Social Media

Join Newsletter

Press Play To WATCH Interview:

About Bill Price ~ The Frictionless Organization

Bill Price started Driva Solutions in September 2001 to help companies achieve the delicate balance between cost containment and greater customer loyalty, co-founded the 9-country LimeBridge Global Alliance in early 2002, and is the lead co-author of three books: The Best Service is No Service, Your Customer Rules!, and The Frictionless Organization. Bill served as Amazon’s first Vice President of Global Customer Service and before that was Vice President & General Manager of MCI Call Center Services, COO & CFO with a start-up software company in San Francisco, and a Senior Engagement Manager with McKinsey & Company in San Francisco and Stockholm. Bill received his undergraduate degree from Dartmouth College and his MBA from Stanford University, and lives in Bellevue, Washington.

Learn more about Bill Price on his website.  Connect on LinkedIn 

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.

Hooked On Customers: Habits of Legendary Customer-Centric Companies

Hooked On Customers: Habits of Legendary Customer-Centric Companies

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

What does it mean to be ‘hooked on customers?’ How does it propel businesses into action?

My featured podcast guest, Bob Thompson, author and CEO of Customer Think Corp, and I discuss the importance of being “hooked on customers” based on his best-selling book.  We also explore customer-centric businesses, examine the ways they execute their strategies, and provide actionable recommendations for you to outperform competitors.

Bob explains that “learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own, operate, manage, or otherwise lead a company always look for ways to improve productivity, beat the competition, and ensure long-term success. Talking is cheap. Putting words and ideas into action is the key to success in the business world.” (Kudos to brands transforming customer experiences mentioned: Trader Joes, Southwest Airlines and others.)

Legendary leading customer-centric businesses:

  • LISTEN to their customers’ values and feedback.
  • THINK about the implications of fact-based decisions on customers
  • EMPOWER employees with the freedom they need to please customers
  • CREATE new value for customers without being asked
  • DELIGHT customers by exceeding their expectations

There are no quick fixes.  Customer-centricity takes time, determination, and company-wide commitment.

It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. You can have an altruistic company that’s profitable too. One doesn’t replace the other. (Learn more about Both/And Thinking instead of Either/Or mindset).

In the end, the results are well worth it. Hooked on Customers helps leaders not only survive in highly competitive, overcrowded markets but dominate them, creating a legacy of success and inspiration along the way.

Follow On Social Media

Join Newsletter

Press Play To WATCH Interview:

About Bob Thompson ~”Hooked On Customers” 

Bob Thompson is CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies (April 2014).

Learn more about Bob on his website.  Connect with him on LinkedIn + Twitter.

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.

Experts Share Secrets on How To Delight Customers & Create Loyal Superfans

Experts Share Secrets on How To Delight Customers & Create Loyal Superfans

Showing customer appreciation is one of the best ways to increase brand loyalty and referrals. It sounds obvious yet, many people are not doing the basics right. Perhaps it is because there’s confusion on where to focus, which actions to take to delight customers, and what tools to use.

My wonderful friend, Eric Melchor, reached out to me and 9 other Customer Experience experts to gather secrets about how to delight customers and make them feel special.

Below is a summary (originally posted on Bonjoro website).

Pick your favorite tips and start implementing them, not just talking about customer appreciation.

Stacy Sherman, Vice President Marketing, Agent & Customer Experience, and DoingCXRight®‬ by night.  

Stacy Sherman ~ Doing Customer Experience Right..

3 Easy Ways To Delight Customers and Show You Care About Them

1. Send a thank you note.

“A personalized, handwritten note means a lot, especially in the high technology world we live in. Consider sending a postcard with a few sentences of gratitude. It requires only a few minutes of your time and low postage cost. One of my favorites is Postagram.

2. Pick up the phone, the old fashion way.

People know to call your customer service 800# when they have a problem. Yet, hearing from a company proactively to express words of thanks helps build trust and connections. Reminder: must be genuine and authentic as customers know the difference.

3.  Ask for feedback and close the loop.

Contacting customers and listening to their perspectives demonstrates that they matter. Infusing “voice of customer” (VoC) into your CX practice can actually be your game-changer IF you’re Doing CX Right®‬.

Learn more about Stacy at: DoingCXRight.com

 

Adrian Swinscoe, Author, Advisor and Aspirant Punk

 

Adrian Swinscoe

Do it with care

 

“I don’t think organizations thank their customers or their employees nearly enough.

That doesn’t mean that they are not thankful.

Too often, we get caught up in the doing and measuring of things that we forget to express our thanks and overlook the fact that human beings benefit too from acknowledgment, recognition, gratitude, respect, and love.

So be thankful for your customers and your employees.

Remember to tell them from time to time.

Do it with care and from your heart, whether by email, letter, video, gift, face-to-face, or even by carrier pigeon.

But don’t delegate it.

Don’t automate it

Do it yourself.

But above all else, do it.”

Learn more about Adrian at: adrianswinscoe.com

Listen to Adrian on my DoingCXRight®‬ podcast >HERE.

 

Ben Motteram, CX Thought Leader, Founding Principal of CXpert

 

Ben Motteram

Become a customer of theirs

 

“Thanking customers for choosing to do business with you is a practice I constantly recommend to my clients and one that I happily do with my own consultancy, CXpert. At the beginning of an engagement, when I’m advised that I have won a client’s business, I immediately thank them. I reinforce that by then including “Thank you for your business” at the bottom of my first invoice that is usually sent soon after.

When not in lockdown, I enjoy entertaining clients at sporting events and restaurants and as much as I can, I give back to my customers by becoming customers of theirs. In the past this has happened with energy companies, banks, and telecommunications companies. When it isn’t possible, I become a strong advocate for my customers’ businesses to family, friends, and associates. I genuinely want all of my customers to succeed.”

Learn more about Ben at: cxpert.com.au

 

Blake Morgan, CX Futurist, Keynote Speaker, Author

Blake Morgan

Personalization is key

 

“Thanking customers starts with understanding them and helping them feel valued and seen. What works for one company or even one group of customers at your company won’t work for everyone because every person values different things and has unique priorities. A personalized thank you email or card could be incredibly effective with some customers, while others prefer a discount or free product. You have to know your customers, build relationships, and understand their values and preferences.

But no matter how you deliver gratitude to your customers, personalization is key. Make each customer feel special instead of it seeming like thanking them is just checking a box. When you understand your customers and thank them personally, no matter how it’s done, you create valued and loyal customers and strong relationships.”

Learn more about Blake at: blakemichellemorgan.com

 

Gregorio Uglioni, CX Goal Keeper, Best-selling Author

 

Gregorio Uglioni

Snippets & thank you cards

 

“We are human beings and we often forget how important a THANK YOU is. Only 2 words which have a big impact on others.

Saying thank you is the easiest way to recognize that you appreciate somebody and it doesn’t cost a penny. In addition, it has a big positive effect on the receiver. While we are working we often forget that we are human beings, customers, family members etc… At home we often say “Thank You”. Why not doing the same in the office?

I started writing some thank you cards and you cannot imagine which feedback I am getting!!! I encourage you to try and you will find it out. My clients love using snippets because 1-1 emails can take up a lot of time. Snippets allow you to create a customized and relevant email with just a few clicks. “

Learn more about Gregorio at: cxgoalkeeper.com/aboutme

 

Jeff Sheehan, CX Consultant, Author of Customer Experience Management Field Manual

 

Jeff Sheehan

Moments of Truth

 

“Thanking our customers is a wonderfully powerful and simple act of kindness that has a great deal of positive impact on your customer’s experience. I would go so far as to call it a “moment of truth” because being recognized for their choosing the organization, transacting with the organization, and perhaps being a loyal, long-time customer with the organization all merit this small courtesy. However, it is also noticed when it is absent.

Here are a few ways we show our thanks to our customers:

Greeting customers with a warm welcome. We must acknowledge every customer we encounter with a greeting that acknowledges their presence and appreciates their coming to see/call/interact with us.

  • A fond farewell as they leave us. Offering a sincere and personalized version of “Have a great day, come and see us again” is an excellent peak-end point to give customers. It provides a point of connection with customers because it infers that they are valued today and future.
  • Celebrating with them. Suppose you helped a customer with their home purchase, wedding planning, going on their dream vacation, delivering their baby, buying their car or boat, or helping them achieve any other significant event. In that case, you have a unique opportunity to say thank you for being part of your customer’s journey. I received a hand-written card signed by all of the staff at the veterinary clinic where I had my 21-year-old cat euthanized; it was a significant event for my family and me. That was an unexpected act of compassion that won my loyalty for years.

These are many ways to express thanks to our customers, and most are simple, easy to do and make a powerful impact on people. So whether you are engaging customers over the telephone, face-to-face, or in correspondence, expressions of thanks are always welcome.”

Learn more about Jeff and his CX guide at: mybook.to/CXFieldManual

 

Ankesh Agarwal, Group Senior Manager – CX

 

Ankesh Agarwal

Nice gestures

 

“For us, it all starts from our founder’s vision “My dream is to create great moments for everyone, everyday”, which is a guiding principle for the leadership’s commitment, the management teams’ action plans, and trickles down to empowerment of the customer facing staff.

One of the examples of providing great moments comes from our entertainment business with multiple concepts. Our bowling concept had a huge rush especially during long weekends where customers had to wait for their turn, this feedback was played back by them to our staff.

We explored options and our gaming arena on the floor above seemed to be a good option to keep waiting customers engaged. We handed over free games vouchers for waiting customers. Not only did the team feel empowered from handing over the vouchers, the gesture was much appreciated by our customers.”

Learn more about Ankesh at: LinkedIn

 

Monique Richardson, Customer Service & Service Leadership Expert

 

Monique Richardson

High level personalization

 

“While delighting customers can look different for each industry or organization, as a Customer Service Speaker, Trainer and Coach, I focus on creating moments of delight prior to, during and after the learning engagement and at each touch point. If I had to sum it up one word, it would be high level personalization. The most common feedback from I receive from clients is in regard to the lengths I take to understand the unique needs of their business before I work with them in delivering any learning solutions. Over the years this has involved everything from me getting dressed in the team uniform and working shifts alongside the team, conducting interviews, washing cars and even giving blood to see what the experience is like for customers and the frontline. I will do anything and everything I can to understand the organization and the teams I am working with.

One of my favorite ways to delight prospective and current clients is to also get to know each of them on a personal level and know what is important to them both personally and professionally. It creating emotional connections and demonstrating care and empathy that builds long-term relationships. Whether it is by remembering the names of their children, favorite sports team, or sending a meaningful gift or a book I know they would love, in our fast-paced busy world, it is human connection and genuine interest in another person that can create the biggest and most memorable moments of delight.”

Learn more about Monique at: Moniquerichardson.com.au

 

Gustavo Imhof, Director

Gustavo Imhof

“We heard you”

 

Nothing says more “I appreciate you” than closing the loop with your customers. We’re all used to those surveys we get from brands after an interaction or on an annual basis, but how many of us can pinpoint that one time a brand reached out and said “We heard you”? Unfortunately, the answer is very few of us can name even one brand. There’s something incredibly powerful about going back to those customers who gave you ways to improve and going to them and tell them what you did about it.

It doesn’t cost you much (provided you actually listened, that is!) and while it should be common currency, it makes you stand out from the crowd and makes you memorable. After all, what do we, as humans, crave more than hearing “you matter”? In my book, that’s the most cost effective way of showing appreciation!

Learn more about Gustavo at: Cxahead.com

 

Nate Brown, Senior Director of CX at Arise, Co-Founder of CX Accelerator

 

Nate Brown

Help your customers learn something new

 

“As in any relationship, expressing our gratitude towards customers is an essential part of building loyalty. They are the hero of this story after all! We get to position ourselves as a grateful guide.

One way to do just that is using a platform called ‘Thnks‘. It used to be that sending things in the mail was such a massive hassle (especially with people working from home these days) but Thnks truly makes it easy. All that’s needed is the recipient’s email address. You will find several items here that are sure to be a wonderful surprise! Any customer will be blown away by a thoughtful and personalized gift.

Another great way to say thank you is to help your customer to learn something new! Are you reading an amazing book that is relevant to customers? SHARE with them the book and its amazing take-aways. Suddenly, you are growing smarter together, which is one of the galvanizing, loyalty-generating, forces in the world.”

Learn more about Nate at: Cxaccelerator.com

Want more actionable customer experience (CX) best practices?

Join my conversations on social media and get my newsletter (links below). There’s no cost, only valuable free content to help take your skills to the next level.