Stacy Sherman Discusses Wow Moments For CX Success

How To Create WOW Moments For CX Success. (Try This Easy Technique)

Over the years, I’ve been speaking and writing about the importance of experiences and Wow Moments to drive happy customers and engaged employees. I am a believer in what Maya Angelou says, “People may not recall WHAT you did or the words you said, but they remember HOW YOU MADE THEM FEEL!”  Wow Moments create positive emotions that fuel trust, loyalty, and referrals. Continue Reading →

Inspirational Ways To Increase Your CX Skills by Stacy Sherman

5 Inspirational Ways To Increase Your CX Skills

People often ask me for advice on how to increase their CX skills. They want to understand more about the customer experience field and proven methodologies to differentiate their brands. While I’ve had a lot of on the job and academic training over the years (before CX was even an acronym), I continue to learn from inspirational people. I’m happy to share a sample of some of my favorites as they’ve impacted me in small and big ways. The list continues to grow. I will share more in 2020.    Continue Reading →

How To Journey Map by DoingCXRight

How To Create A Customer Journey Map (Free Template)

In my recent article, I wrote about “WHAT Is A Journey Map and WHY Create One?” Once you understand the importance, you may be wondering HOW to get started and improve your CX skills. If you are interested in learning more, you have come to the right place. Continue Reading →

Customer Journey Map. What is it? Why Do It? (Part 1)

A customer journey map is an important concept. Many people do not fully understand what is it and why create one. To keep it simple, a journey map is merely a diagram that shows the steps customer(s) go through when interacting with a company. It is common to interact with companies in multiple ways such as shopping online and visiting a retail store. The need for a journey map becomes most important as the number of touchpoints increase and when the customer buying path gets complex. Continue reading “Customer Journey Map. What is it? Why Do It? (Part 1)”