Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin

Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin

Customer service isn’t merely a business expense—it’s an investment.

This was one of the main themes I explored with Seth Godin on my Doing CX Right Podcast, where he made provocative statements like “Customer Service is Free.” Are you wondering what that means?  Then, continue reading to learn how to turn every customer service interaction into an opportunity to build a loyalty-driven brand.

“Customer Service is Free”

During our podcast conversation, Seth discusses how the mindset shift from cost to investment begins with the realization that “Customer Service is Free.” He argues that the expenses we incur to deliver quality customer service must not be seen as costs but rather as investments with a high return. He underscored this by emphasizing that the goodwill generated by excellent customer interactions far outweighs the immediate financial outlay.

Listen to Doing CX RIght podcast episode 130 below

Breaking Down the Concept

  • Brand Loyalty: A satisfied customer is more likely to become a repeat buyer and brand advocate, spreading the word organically. This positive reputation diminishes the need for costly advertising campaigns.
  • Reduced Churn: When a brand demonstrates its commitment to listening, understanding, and solving customer issues, it reduces churn rates. Retaining existing customers is much cheaper than acquiring new ones.
  • Increased Value: Exceptional customer service increases the perceived value of your product or service, justifying premium pricing and encouraging upsells.

These benefits highlight that the perceived cost of investing in customer service is negligible compared to the long-term gains. 

How to consistently deliver outstanding customer service

 

Build Emotional Connections

Automation vs. Human Touch

Seth and I spoke about automation’s role in customer service and the need to balance it with human interaction. Automated systems can speed up responses and handle simple queries efficiently, but they lack empathy. Customers want to feel understood and valued. While automation can assist with efficiency, a human touch is indispensable for resolving complex issues and building relationships.

Empowerment and Autonomy

We also dived into empowering customer service representatives to make decisions that positively impact customer satisfaction. Seth’s point resonated deeply with me: when customer-facing employees have the autonomy to go the extra mile, they can leave a lasting impression that makes a brand memorable.  

Cultivate a Customer-Centric Culture

 

Training for Empathy

Customer service representatives need to be equipped with more than just product knowledge. Training programs should foster empathy, effective communication, and creative problem-solving. This comprehensive training ensures that employees can connect with customers deeper and resolve issues promptly and effectively.

Internal Feedback Loops

Internal feedback loops help companies identify areas for improvement and ensure that service aligns with customer expectations. Empower employees to provide insights and adapt the service strategy accordingly.

Measuring Customer Service Quality

 

Metrics that Matter

Traditional customer service metrics like response times are usefulbut they don’t fully capture customer sentiment. Seth and I discussed how vital it is to gather customer feedback that measures satisfaction and loyalty. Understanding what your customers think of your service can help refine your strategy to focus on improving meaningful metrics.

Transparency and Trust

Honesty, transparency, and consistency in communication are the pillars of building trust. We agreed that when mistakes occur, companies should own them, communicate the next steps clearly, and rectify the issue swiftly. This approach turns a potential negative into an opportunity for strengthening customer trust.

Conclusion

Seth Godin’s insights on customer service reaffirm that it’s not just a department—it’s a mindset that permeates the organization. Shifting our perception of customer service from an expense to an investment, nurturing emotional connections, empowering teams, fostering a customer-centric culture, and measuring quality is crucial to building a loyal customer base. Our conversation on the Doing CX Right Podcast reinforced that an exceptional customer service experience isn’t just possible—it’s transformative.

Watch Stacy Sherman and Seth Godin’s Conversation on Youtube

Learn How To Deliver Better Customer Service Through An Engaged and Valued Workforce.  Sign Up For My Linkedin Learning Self-Paced Course

Seth Godin on AI, CX, and the Future of Customer Service

Seth Godin on AI, CX, and the Future of Customer Service

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

Did you know that “Customer service is free” and that “authenticity is radically overrated”?

What do these provocative claims mean per Seth Godin?

Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin (author of 21 best selling books) challenge traditional notions of customer experience. They break down why investing in your current customers could be more beneficial than the chase for new ones and how to harness the synergy between humans and AI in a technology-driven world.

Packed with actionable insights, the conversation will inspire you to think differently and reassess the status quo in business and life.

Check out Seth’s newest venture @ https://www.goodbids.org/ 

What You’ll Learn From Seth Godin & Stacy Sherman:

– How businesses can tactfully serve their ideal customers in an era where customers feel entitled 

– Insights into the psychology behind purchase decisions (value vs price) and how a company successfully positioned clean water as a status symbol. 

– The story of Momofuku, illustrating the power of niche focus and the positive impact it can have on brand identity.

– Practical advice on how to utilize AI as a tool, akin to a screwdriver, and the necessity of using it with a clear understanding of its limitations.

– The influence of systems on our everyday lives, from social media to education, and how acknowledging these forces can shape better business practices.

– A critical look at authenticity and ‘purpose-driven’ approaches, suggesting that consistency and shared experiences hold the key to customer loyalty and mission-driven success.

– An exploration of how cultures within companies, such as Nordstrom’s, are reflected in their customer experiences.

– Strategies to embrace the unique strengths of smaller companies, fostering innovation and leadership without relying on hefty advertising budgets.

– The argument for investing time to understand nuances in a culture of brevity, ensuring deeper connections and informed decisions.

– Exclusive thoughts from Seth Godin on his philanthropic venture, goodbids.org, which aims to revolutionize charity auctions.

 

Doing Customer Experience Lessons:

  1. Practice generosity: Go beyond offering discounts. Create an environment where customers feel valued, respected, and part of a community. Be generous with your time, attention, and resources.
  2. Prioritize consistency over authenticity: Strive for consistent delivery of exceptional customer experiences, aligning every interaction with your brand promises and values. Consistency breeds trust and loyalty.
  3. Identify and “fire” misaligned customers: Respectfully part ways with customers who do not align with your values and vision, as serving them may undermine the experience for your true audience.
  4. Leverage AI as a tool, not a pilot: Employ AI for specific tasks, such as brainstorming or data analysis, but maintain human oversight and critical thinking for decision-making.

    Listen to this podcast now for more actionable insights!

    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 Seth Godin:  

The author of 21 books that are best sellers around the world and have been translated into more than 35 languages. He writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership, and most of all, changing everything. You might be familiar with his books Linchpin, Tribes, The Dip, and Purple Cow. His book, This Is Marketing, was an instant bestseller around the world. Recently, he organized the all-volunteer community project, The Carbon Almanac. In 2023, he wrote The Song of Significance, which is already a bestseller.

In addition to his writing and speaking, Seth has founded several companies, including
Yoyodyne and Squidoo. His blog (which you can find by typing “seth” into Google) is one of the most popular in the world. His podcast is in the top 1% of all podcasts worldwide.

In 2018, he was inducted into the Marketing Hall of Fame. More than 40,000 people have taken the powerful Akimbo workshops he founded, including the altMBA and The Marketing Seminar.

Learn more at https://www.sethgodin.com/

     

    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.

    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

    The Great Debate: Price Vs. Customer Service in Securing Brand Loyalty

    The Great Debate: Price Vs. Customer Service in Securing Brand Loyalty

    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 can companies balance competitive price and exceptional service quality?

    What drives customer loyalty more – value or quality?

    Join Customer Experience expert Stacy Sherman as she welcomes Jeremy Hyde, the Director of Customer Service for Sun Country Airlines, in a fascinating conversation on the Doing CX Right podcast.

    This episode tackles:

    • The balance and impact of bundled versus unbundled price strategies in the airline sector, with insights from Delta and Spirit Airlines.
    • How safety and strict regulations are at the forefront of the US airline industry, instilling confidence in travelers.
    • Tactics airlines employ to sift through feedback and complaints, using them as a compass for service enhancement and informed decision-making.
    • The various customer reactions to low-price airlines and how experience sometimes takes a backseat to pricing.
    • Jeremy’s thoughts on why a transparent price is essential to avoid customer dissatisfaction and attrition.

    Timestamps And Topics About Price Versus Customer Service To Gain Customer Loyalty:

    [00:00] Introduction

    [01:12] Jeremy’s Role at Sun Country Airlines

    [02:45] A La Carte Pricing in Airlines

    [04:18] Comparing Delta’s Bundled Pricing and Spirit’s Unbundled Pricing

    [06:05] Affordability and Accessibility in Airline Travel

    [07:30] Safety in the US Airline Industry

    [09:03] The Role of Trust in Pricing Perception

    [10:42] Aligning Customer Expectations with Airline Services

    [12:15] Airlines Utilizing Feedback and Complaints for Improvement

    [14:28] Nuanced Approach to Customer Service Quantity and Quality

    [16:50] Efficiency and Skill Challenges in Customer Interactions

    [18:24] Learning from Other Experts: Advice to Younger Self

    [20:17] Aligning CX with Organizational Vision and Target Customers

    [22:05] The Impact of Price on Airline Customer Decision-Making

    [23:45] Frontier Airlines: Cost vs. Traditional Customer Service

    [25:30] The Effect of Hidden Fees on Customer Satisfaction

    [27:03] Importance of Individual Development in Customer Service

    [28:45] The Debate Around the Net Promoter Score (NPS)

    [30:52] Cost Effectiveness and Service Options for Diverse Customer Needs

    [32:40] Challenges in AI Implementation Across Different Sized Organizations

    [34:58] Key Takeaway for Leaders and CEOs: Investing in People

    [36:27] The Value of Challenging and Caring Leadership

    [38:11] Wrapping up the Conversation with Jeremy

    Whether you’re at the helm of an airline, managing customer service teams, or eager to implement customer-centric practices, listen to Stacy Sherman and guest Jeremy Hyde as they chart a course towards improved customer experiences beyond the skies.

    Press Play  To WATCH On Youtube

    About Jeremy Hyde:  

    Jeremy Hyde is the Director of Customer Service for Sun Country Airlines and serves as the President of the Midwest Contact Center Association (MWCCA).

     With over 15 years of experience in the contact center industry, Jeremy is recognized for collaborating with industry experts and professionals to champion best practices, foster innovation, and drive the evolution of contact center strategies. He is dedicated to advancing the industry’s standards and promoting continuous improvement in customer service. Jeremy has a history of building teams from the ground up, supporting new product launches, leading through times of both crisis and historical growth, and fostering an environment that encourages both individual and collective success.

     With a deep focus on enhancing the customer experience, Jeremy is dedicated to staying at the forefront of industry trends and leveraging his expertise to contribute to the success of the contact center community. Jeremy talks about leadership, networking, customer experience, employee experience, and all things contact center.

    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.

    Keyword themes: Doing CX Right podcast business customer service  contact center price strategy

    Cultivating Confident Customer Service Teams with AI Simulation

    Cultivating Confident Customer Service Teams with AI Simulation

    Meeting the Demands of Superior Customer Service in the Modern Era

    Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. Amid this chaos, one of your agents, Alex, approaches you with a look of trepidation. “I just can’t seem to handle the irate customers,” Alex confesses. “My heart races, I freeze up. I’m worried I’m providing a poor experience that’s damaging our reputation.”

    As a leader, you recognize how this lack of confidence can have a cascading impact, severely undermining customer satisfaction, loyalty, and retention. Alex’s story, unfortunately, is a common one – reflecting the myriad challenges frontline agents face when navigating the complexities of modern customer interactions.

    In today’s hyper-connected age, consumer expectations continue to rise. They demand seamless, highly personalized experiences across all touchpoints, whether engaging through traditional call centers, mobile apps, social media, or chat platforms. Failure to consistently meet these high standards can quickly erode hard-earned loyalty and brand reputation in an environment of unprecedented choice and transparency.

    However, equipping agents like the apprehensive Alex with the diverse skill sets and steady confidence needed to deliver exceptional service is easier said than done. Traditional training approaches are often inadequate, providing agents with generic, scripted scenarios that fail to capture the nuanced realities of customer situations. The spectrum of potential issues is vast – from defusing emotional tirades with empathy to calmly resolving multifaceted technical challenges requiring deep product expertise. Agents frequently find themselves underprepared for the intricacies of these real-world tests.

    This glaring skills gap manifests as lousy service, prolonged resolution times, unsatisfactory experiences, and, ultimately, frustrated customers. The consequences are severe – poor customer satisfaction scores, diminished loyalty, rising attrition rates and unsustainable revenue and market share losses. Compounding the situation is the high psychological toll on agents, who must consistently operate under intense pressure with limited training reinforcement.

    The Transformative Power of AI Simulation

    Recognizing both the challenges and immense opportunities in elevating customer service delivery, forward-thinking organizations are turning to innovative, technology-driven solutions. Among them is the game-changing approach of AI simulation.

    This cutting-edge methodology revolutionizes customer service training, offering deeply immersive, tailored experiences to cultivate the essential skills, strategic decision-making capabilities, and resilient mindset required for sustained success.

    AI simulation transforms the training environment into a robust virtual arena where agents can comprehensively practice across the full spectrum of customer scenarios. Rooted in ultra-realistic interactions powered by advanced artificial intelligence and machine learning, these simulations go far beyond simple role-playing. They elevate agents’ proficiency in mission-critical competencies like managing emotionally charged dialogues with nuanced emotional intelligence, thinking critically to resolve multifaceted issues under pressure while upholding exceptional service standards, and maintaining poise in even the most challenging situations.

    At the core of AI simulation is the ability to provide uniquely valuable, tailored learning experiences customized for each individual agent. The simulations meticulously assess performance across key competencies, highlighting unique strengths and development opportunities through powerful analytics. The training content then dynamically adapts to create a bespoke curriculum laser-focused on bridging specific skills gaps through targeted practice. This precision, data-driven approach exponentially boosts training efficiency while measurably enhancing workforce capabilities.

    Moreover, AI simulation solutions are flexible in accommodating different learning styles and individual needs. Agents can improve specific skills through personalized feedback, coaching, and support resources that match their personal development goals. As they advance through more complex scenarios, they gain confidence, good judgment and decision-making abilities that directly contribute to delivering consistent high-quality customer experiences that enhance the brand’s reputation.

    The Paramount Importance of Psychological Safety with AI Simulation

    One of the most powerful, yet often overlooked, components of effective training is creating an environment of psychological safety. Agents must feel empowered to step outside their comfort zones, take risks, make mistakes, and learn from those experiences without trepidation or ridicule.

    This is where conventional training methods like classroom role-playing frequently fall short. The presence of coworkers, managers observing, or difficulties capturing the intensity of real customer scenarios can breed self-consciousness. Agents become tentative, reverting to overly scripted responses undermining the learning’s long-term impact.

    AI simulation is uniquely positioned to cultivate this crucial psychological safety net. By providing hyper-realistic virtual customer avatars powered by advanced AI and machine learning algorithms, agents can immerse themselves fully in demanding situations – without the inhibitions of real-world observers.

    Within these modern simulations, there are no limits on acceptable responses or workflow constraints. Agents can improvise boldly, trying new conversation tactics or recovery strategies. The simulations adapt dynamically based on the agent’s decisions, responses, and emotional cadences – heightening the realism. Mistakes are not just tolerated but encouraged as valuable learning opportunities.

    Each simulated incident is a consequence-free environment, where the virtual customer provides AI-driven insights on the effectiveness of different approaches while the agent progressively refines skills like emotional intelligence, critical thinking and presence under pressure. The simulations iterate persistently, with agents facing escalating situational complexities until they develop the instincts and confidence to handle any customer scenario with poise.

    This psychologically safe environment, coupled with performance data and targeted coaching, allows agents to confront and overcome their fears over time. It instills the judgment to deftly resolve crises, the resilience to recover from setbacks, and the authentic self-assurance that elevates customer rapport and perception of the brand itself.

    The Paramount Importance of Confidence

    In the world of customer service, an agent’s confidence is essential. It is the foundation upon which exceptional experiences are built and brand reputations forged. Confidence allows agents to remain poised under pressure, to empathize with and translate customer needs, and to apply their skills with assured mastery.

    Without confidence, even the most knowledgeable agents freeze – unable to effectively leverage their training. They become flustered, make poor decisions, and allow the situation to spiral out of control. The result is disappointed customers, diminished loyalty, and potential damage to the brand.

    Conversely, a confident agent exudes an aura of competence that instantly puts customers at ease. They approach each interaction with poise and a solutions-oriented mindset. Confident agents are more emotionally intelligent, able to forge deeper personal connections that deescalate tensions. Their calm demeanor instills trust as they systematically diagnose issues and craft tailored resolutions, all while upholding service excellence.

    This quiet assurance inspires customer confidence in the brand itself. Clients feel their needs are being understood, valued, and prioritized. What could have been a liability transformed into a gratifying experience and strengthened the brand-customer relationship.

    When agents exude confidence, they positively impact the customer experiences. This, in turn, amplifies the quality of service, enhances rapport, and boosts brand credibility. These factors ultimately lead to enriched customer relationships and foster long-lasting loyalty.

    I don’t believe any other training methodology provides this transformative journey to confidence at scale and with such empirically data-driven precision. AI simulation equips agents with the calm self-assurance needed to steward exceptional service and unshakable brand admiration with each interaction.

    Maximizing Sustained Impact Through AI Simulation Implementation

    By strategically leveraging the power of AI simulation, companies can facilitate a profound transformation in their customer service operations and culture. They cultivate a more confident, exceptional multi-skilled workforce that consistently delivers unparalleled experiences – driving enhanced customer loyalty, retention and revenue growth.

    However, realizing the full, sustained benefits of this paradigm shift hinges on taking a systematic, best-practices approach to implementing the optimal AI simulation solution and forging a collaborative partnership with the right provider.

    When evaluating AI simulation platforms, prioritize solutions that offer:

    • Ultra-realistic simulations span diverse customer personalities, emotional traits, issues, industries, cultural contexts, and complex resolution paths to authentically mirror the nuances of real-world scenarios. The simulations must evolve continuously to address emerging situations.
    • Highly tailored, fully customizable training content meticulously aligned with the organization’s unique products, services, processes, and customer support philosophy. The ability to create custom scenarios based on specific incidents is critical.
    • Rich, multi-dimensional performance assessments with constructive, insightful feedback provide guidance to develop essential competencies like emotional intelligence, critical thinking, crisis management, and service excellence.
    • A judgment-free practice environment allows agents to experiment with different approaches, make purposeful mistakes, and learn through individual exploration without concerns over punitive repercussions.
    • Robust analytics with real-time, individualized, and enterprise-level reporting supported by artificial intelligence and machine learning to accurately forecast competency development, track progress against goals, and quantify overall training effectiveness.
    • User-friendly, intuitive interfaces seamlessly integrated into existing technology stacks and approval workflows to drive broad adoption and consistent utilization across distributed teams.

    Also, the chosen AI simulation partner must demonstrate deep experience and a proven record of forward innovation, continually evolving their solution’s capabilities. They must also provide comprehensive professional services – from methodical implementation planning and stakeholder enablement, to ongoing managed services, user support, and facilitation of simulation content creation.

    Forging a Competitive Advantage Through AI Simulation

    Some have understandable skepticism about using artificial intelligence (AI) for critical business functions. Concerns arise about the technology’s ability to simulate human interactions realistically or whether it removes the essential human element from the learning process.

    However, when applied thoughtfully, focusing on augmenting human capabilities rather than replacing them, AI simulation represents a game-changing opportunity to elevate customer service excellence. It provides an unparalleled platform for building the confidence and resilience indispensable for brand-defining customer experiences.

    While skeptics may raise philosophical objections to embracing AI technologies, the operational impacts of forward-thinking leaders adopting AI-driven simulation cannot be ignored. This innovative training methodology quantifiably strengthens overall team performance, customer satisfaction metrics, and retention rates across industries.

     

    The Bottom Line

    For businesses seeking a sustained competitive edge through service excellence, AI simulation is an indispensable catalyst. It allows companies to strategically cultivate the poise, skills mastery, and professional maturity agents need to transform potential frustrations into experiences that inspire customer delight and nurture brand ambassadorship.

    The key is taking a holistic approach – implementing the optimal simulation platform, championing its use by creating an environment of psychological safety, and building comprehensive simulation content that continually evolves ahead of emerging customer expectations. With the guidance of an experienced AI simulation partner, companies can push their service delivery capabilities to new heights, solidifying a hard-to-replicate competitive advantage while future-proofing their operations.

    In today’s experience economy, confidence is currency. By judiciously adopting AI simulation despite its stigma, organizations earn a direct line to the modern workforce’s most valuable reserve – unwavering poise under pressure.

    When customer service agents exude confidence grounded in genuine expertise, customers don’t just become satisfied – they develop stronger, more secure connections that lead to long-term loyalty and revenue growth. In today’s world of endless options, companies that demonstrate such mastery in their service become shining examples amidst the constant chaos and competition.

    If you are interested in learning more about AI simulation solutions, let’s talk.

    This article is part of the Vistio Knowledge Collective

    Check Out My Linkedin Learning Self-Paced Course About How To Deliver Better Customer Service Through An Engaged and Valued Workforce.   

    How to Design Effortless Customer Experience and Remove Roadblocks

    How to Design Effortless Customer Experience and Remove Roadblocks

    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 complex processes hindering your ability to deliver exceptional customer service?

    In this week’s podcast episode, host Stacy Sherman and author Greg McKeown dive into the power of simplifying work for better outcomes. They discuss creating effortless experiences and highlight reducing complexity through the lens of Amazon’s customer-centric case study. Learn the critical importance of aligning solutions with actual customer needs and the necessity of validating assumptions directly with consumers to drive impactful results without burnout. Embrace effortlessness in leadership to foster relationships that yield significant returns.

    Show Topics and Customer Experience (CX) Takeaways: 

    • How mindsets, not just individuals, can obstruct simplicity and productivity, and why being easy-going is not the same as being lazy.
    • Why designing your life to achieve impactful results is key to avoiding burnout and maintaining success.
    • The importance of validating simplicity with actual customers to ensure the effectiveness of designed customer experiences.
    • The pivotal difference between perspective guessing and perspective getting, and our common overestimation in understanding customer desires.
    • The source of inspiration for his book “Effortless” is how his daughter’s health crisis brought him to realize how radical gratitude can lead to a life of meaningful effortlessness.
    • Simple solutions for a better customer experience by effortless design of products and services.

    Timestamps

    [00:00] Introduction 

    [01:05] The Discussion between fulfillment without burnout

    [02:19] Greg’s advice to his younger self.

    [04:19] The personal story behind Greg’s book ‘Effortless..

    [05:02] Continuation of his daughter’s health struggles and the impact on their family.

    [06:30] Radical gratitude and shifting towards a state of meaning amidst suffering.

    [08:11] Concept of effortless living to a smarter way of life.

    [09:09] E ffortless essential activities vs. challenging nonessential tasks.

    [09:53] Debunking the myth of easy equals lazy.

    [10:48] The concept of maximizing contribution without burning out. 

    [11:57] Ideas on designing in personal and customer experience.

    Whether you’re a corporate leader, a customer service agent, or anyone aiming for simplicity in work and life, join host Stacy Sherman and Greg McKeown to gain powerful strategies for living and working smartly.

     

    Press Play  To WATCH On Youtube

    About Greg McKeown:  

    Greg has written two New York Times bestsellers: “Essentialism: The Disciplined Pursuit of Less,” which has been voted by Goodreads as “The #1 Leadership and Success Book to Read in a Lifetime,” and “Effortless: Make It Easier to Do What Matters Most.” Together, they have been published in 37 languages.

    McKeown is one of the most sought-after public speakers globally and has spoken to over 500 companies while traveling to more than 40 countries. His clients include Apple, Google, Microsoft, and Nike.

    He hosts The Greg McKeown Podcast, ranked in the Top 5 of all Self Improvement podcasts (out of 11,000) and Top 10 in Educational podcasts (out of 30,000) on Apple Podcasts. Guests have included Harvard professor Arthur Brooks, Matthew McConaughey, Maria Shriver, John Hope Bryant, and Ariana Huffington.

    His work has been covered in print media, including The New Yorker, The New York Times, Time, Fast Company, Fortune, Politico, Inc., and Harvard Business Review. It has also been featured on NPR, NBC, FOX, and multiple times on The Steve Harvey Show.

    Find out more about Greg on his website! https://gregmckeown.com/

    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  Effortless