Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction

Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction

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 toxic employees driving customers away? Struggling with high employee turnover and poor customer satisfaction?  

Learn powerful strategies from employer brand experts Stacy Sherman and Bryan Adams on how to intentionally design candidate and customer experiences that attract talent, reduce attrition, and drive growth.

You’ll learn:

  • The direct connection between candidate experience and customer experience (CX), and why you should focus on improving both
  • Real examples of global brands using a “give and get” philosophy to build engagement on both sides of your business
  • Why your employer brand and reputation in the talent marketplace matters now more than ever
  • Leadership advice to build human connections with employees while achieving results
  • Treating candidate exits with care to maintain your customer base

Whether you’re a CEO, leader, entrepreneur, or manager, you’ll benefit from this episode filled with proven tactics, including investing in your people to ultimately earn customer loyalty and impact your bottom line.

Customer Experience (CX) and Service Topics & Time Stamps: 

0:00 – Introduction

1:09 – Overcoming Public Speaking Fears

2:03 – Advice to Younger Self

3:25 – Defining CX Success

7:11 – CX Limiting Beliefs

8:12 – Case Study: Virgin Atlantic

10:47 – Leaning Into “Harsh Realities”

12:12 – Mapping Emotional Journeys

14:12 – Too Much Niceness Hampers Performance

16:31 – People as Key Advantage Despite Technology

19:32 – Embedding Without Explicit “Employer Branding”

21:24 – Empowering Employees to Drive CX

23:51 – Proving Candidate/Customer Crossover

25:15 – Key Takeaway: Talent as Competitive Edge

26:34 – Future Outlook and Plans

Read Full Transcript HERE.

 

Press Play  To WATCH On Youtube

Follow On Social Media

Join Newsletter

About Bryan Adams

CEO and founder of Ph. Creative, a specialist employer branding agency that works with global brands to help them find and remind top talent why they’re a great place to work.

Bryan is also a two-times best-selling author, the latest book was “Give & Get – Repel the Many and Compel the Few with Impact, Purpose and Belonging”. He has written for the Harvard Business Review, Inc.com, the Entrepreneur magazine and has been featured on Forbes.  

Connect on LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, 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 about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

Keyword themes: DoingCXRight podcast business customer service contact center marketing  employee experience customer satisfaction

Gaining a Competitive Edge With The Right “Experience Mindset”

Gaining a Competitive Edge With The Right “Experience Mindset”

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

Imagine having a thriving organization where your employees are as satisfied as your customers – sounds perfect, doesn’t it? Well, it begins with leaders having the right experience mindset.

In this podcast episode, Doing CX Right host Stacy Sherman sits down with Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, to discuss the secret formula of high-performing organizations and the employee-customer experience balance as explained in Tiffani’s new “Experience Mindset” book.

Key Points:

  1. The Experience Mindset: Tiffani emphasizes the importance of every touchpoint a company has with a customer in shaping their overall experience. She introduces the concept of ‘experience mindset’, urging decision-makers to consider the implications of their decisions on employees.
  2. The Importance of Customer Experience: Tiffani shares a Salesforce study that reveals 88% of customers feel the experience they have with a brand is as important as the products and services they sell. She predicts this percentage will eventually reach 100%.
  3. The Role of Technology in Customer Experience: You’ll hear about how the changes in digital engagement between brands and their customers are won or lost on the experience they had. This led to the creation of roles like the chief customer experience officer and chief customer officer, who focus on improving customer experience through technology.
  4. The Unintended Consequence of Over-Pivoting to Customer Experience: While companies have made significant investments in technology to improve customer experience, they have unintentionally increased the effort for employees, thereby decreasing their experience.
  5. The Importance of Employee Experience: You’ll hear about a common misconception that the responsibility of managing the employee experience falls solely on HR. Stacy and Tiffani emphasize that it’s the employees, not the chief officers, who deliver the customer experience and should therefore be equipped and trained accordingly.
  6. Advice for CX Professionals: Stacy and Tiffani share advice for those who are new to the CX world and who are more advanced. They recommends spending time with employees just like you would with customers and advises maintaining a beginner’s mindset and challenging assumptions about the business.
  7. Advice to Younger Self: Reflecting on her early career as a high-performing sales rep, Tiffani admits to what she did well and what she’d change based on what she knows now and didn’t realize then. 

Listen to entire  episode for more details about gaining a competitive edge through an “Experience Mindset.”

Press Play  To WATCH On Youtube

Follow On Social Media

Join Newsletter

About Tiffani Bova:  

Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice. She is also the host of the podcast What’s Next! with Tiffani Bova.

Learn more: tiffanibova.com.

Check out her newest book “The Experience Mindset” on Amazon.

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 abut DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

Keyword themes: Tiffany Bova, Salesforce, sales transformation, go to market models, digital impact, technology, sales, marketing, customer service, customer success, startups, customer experience, contact center, employee experience

The Science Behind Happy Leaders and Improved Customer Service Experiences

The Science Behind Happy Leaders and Improved Customer Service Experiences

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

Creating Happy Leaders and Why It Matters

In this thought-provoking podcast episode, Stacy Sherman and special guest Tia Graham, a positive psychology expert, share valuable insights on creating a workplace culture that promotes happy leaders who fuel customer success. Through exploring the latest research and practical examples, you’ll discover powerful steps to enhance your workplace culture and elevate employee engagement. You’ll also hear about how investing in relationships and focusing on happiness can positively impact customer loyalty and your bottom line.

Did you know: “It will take a competitor a 20% Increase in Salary to Lure Employees Away From A Happy Engaged Leader.”

Tia dives deep into the research, and it makes sense because people don’t typically want to leave an empathetic, caring, supportive, and engaged boss. In fact, happy leaders are hard to find and replace. And customers feel it and see it too. They go hand in hand.

 

What You’ll Learn From This Podcast About Happy Leadership:

  • The link between happy leaders and customer experience, and why brands should care.
  • Research studies about happiness and how it impacts people at work and personal lives.
  • 8 steps to create a culture of happy leaders and elevate your happiness as a change agent.
  • Investing in relationships versus to-do lists.
  • Most valuable leadership advice
  • One key takeaway that you can apply today. Happiness is in your control.

Press Play ▶️ To WATCH On Youtube

Follow On Social Media

Join Newsletter

About Tia Graham – Happy Leaders To Drive Bottom Line Results

Tia is an international speaker, best-selling author, and consultant on positive psychology. She has worked with dozens of global companies such as Goldman Sachs, Hilton Hotels and Hewlett Packard to elevate employee engagement and drive bottom line results.

Prior to founding her company, Arrive at Happy, she led teams at luxury hotels in the United States and Europe for brands such as W Hotels, Westin, and The London. With multiple certifications in neuroscience, positive psychology, and employee retention, and over 14 years of leadership experience, Tia is widely regarded by business leaders in her field. Her insights have been featured in major media such as CNN, Forbes, and Fast Company to name a few. Her new book, Be a Happy Leader, teachers her proprietary 8-step methodology on driving productivity and business growth through a culture of happiness.

Learn more: Linkedin. BookWebsite

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.

Is Traditional Selling Dead? Getting New Customers The Right Way

Is Traditional Selling Dead? Getting New Customers The Right Way

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 controlling the narrative so customers find and buy from your brand? Is traditional selling dead? What’s the best way to lead teams to win new customers and contract renewals so your business grows the right way?

You’ll hear answers to these questions and more from an admirable business leader, Sid Meadows. He explains customer success and CX best practices in easy-to-understand terms. Take notes as you will learn a lot from my interview with Sid.

     

    Follow On Social Media

    Join Newsletter

    About Sid Meadows ~Getting Customers The Right Way

    Sid is a Business Strategist and High-Performance Coach.  After over 20 years of working in corporate America, he jumped off a cliff and entered the world of entrepreneurship. His focus is on helping you and your business grow in various ways!  Sid hosts a podcast called The Trend Report.

    Check out Stacy Sherman’s featured guest episode on Sid’s show HERE.

    More about Sid here and 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.

    Competing For Customer Time, Attention and Money

    Competing For Customer Time, Attention and Money

    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

    We’re living in an Experience Economy, whereby customer needs continue to change. How can you better differentiate your brand and compete for customers’ limited time, attention, and money?

    My featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor, explains the five E’s to differentiate and make it easy to interact with your brand. As Joe says, “Drama is friction.” You must provide frictionless experiences that customers expect if you want them to buy, refer and remain loyal to your company. The same principles apply to your employees, agents, and staff members. 

    During this episode, you will learn actionable ways to gain a competitive advantage and emotional loyalty by following

    THE 5 STAGES OF EXPERIENCE:

    Enticing: How do you alluringly draw people to want to have the experience?

    Entering: What happens as people move into the experience? What are the first impressions?

    Engaging: While all five stages must be engaging, what is that core personal and memorable experience for which guests come, and how does it rise up to a climax and come back down again?

    Exiting: What is the final thing that happens on departure, which people will tend to remember for a long time?

    Extending: How do you appealingly expand the experience beyond the physical or digital place, cementing the memories, and encouraging repeat visits?

    Follow On Social Media

    Join Newsletter

    Watch Stacy Sherman’s Interview on Youtube

    About Joe Pine- Expert on Competing For Customer Attention, Time and Money in an Experience Economy

    An internationally acclaimed author, speaker, and management advisor. The co-founder of US-based Strategic Horizons LLP, Joe’s many books include Mass Customization, Authenticity, Infinite Possibility, and The Experience Economy: Competing for Customer Time, Attention, and Money, which was twice named one of the top 100 business books of all time.

    More about Joe Pine here.  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.