Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class companies. While there’s no question about the importance of customer experience (CX) and employee (EX) too, there is a debate about WHICH metric is best and HOW to apply it within organizations. Should it be NPS or something else? Continue Reading →
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 →
Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a different meaning. The launch of digital apps and websites significantly changed our lives offering more convenience, time savings, expanded product choices, and easier access to offers and promotions. Though there are a lot of advantages to digital shopping, it’s harder for companies to differentiate their brands. Easy ordering and on-time delivery are customary. Free shipping and simple return processes are the norms. When it does not go as expected, then customers get irate, and satisfaction scores decline. So then…. Continue Reading →
Stacy Sherman joins Carolyn Kiel, Host of Beyond 6 Seconds, featuring extraordinary stories from everyday people about achieving success despite challenges along the journey. I’m honored to join her podcast to discuss important topics that can inspire others to achieve more happiness and success at work and at home.
