What is the formula to win in business and life? That’s the theme of Professor Pete Alexander’s podcast.I had 7 minutes to answer the following 6 questions at rapid speed about customers and leadership topics:
In a few sentences, tell us who you are and what you do.
What’s the best thing about working in your industry?
I have a book with all of the answers for businesses. What chapter would you think most companies should read?
Other than work harder, have a great attitude, and care for customers, what advice or insight would you give to other leaders to win in business and life?
What other CX focussed leaders, like yourself, would you like to acknowledge and invite to be on my podcast?
Tell us about your first job.
Press Play To Hear My Answers: How To Win In Business & Life.
If you like this podcast, view others to learn how to be an effective leader and impact customer experiences and employees too. It’s all about Doing CX Right.
The boundary between home and work are less clear as Covid19 began. Like many people, I used to go to an office every day. Once the pandemic arrived, my job and personal space became intertwined as did my kids’ lives. They left their universities and abruptly returned to their childhood homes for an indefinite amount of time. We’ve all had to adapt and find new sources of joy while achieving a work and mom life balance simultaneously.
While many months have passed, people are still struggling with sudden changes while others are thriving. Much has to do with the stage of life people are in, their age, job function, and related variables.
I discussed balancing work and mom life topics on a podcast called “Talking Joy,” hosted by Pam Rotelle Robertson, along with two guests, Kelly Haire and Lindsey Garibaldi. We dug deep into the brutal truth about being working mothers, balancing jobs, and families while staying content during unpredictable times. We also shared what we’ve discovered about ourselves during the pandemic—making us stronger than we thought having tapped into inner resources that offer much-needed resilience during uncertain times.
We all agree that joy IS achievable when people are intentional about how they spend each day. And, with more joy comes better business results. As I always say, “happy employees fuel happy customers. They go hand in hand.”
Please listen to the podcast episode below. Let me know what you think (comment below), and how you are balancing work and mom life. If you are a Dad listening, I’m interested in hearing how you are balancing it all too while sustaining joy each day.
There’s an increasing amount of conversations about diversity and inclusion, and I love it! It’s actually possible that the next generation, including my own daughter, will have exponentially more opportunities to share their voice without judgments and have leadership positions across all industries.
Earlier in 2019, I was interviewed by my employer, Schindler Elevator Corporation, where there was a low percentage of women working at the global company. There was not much diversity in the industry, which fortunately has changed as I update this article in 2022.
As you can imagine, it is challenging to be a woman leader where there are few females. Yet, I joined the organization in 2018 believing that I could be a change agent and continue to help create a culture where employees feel valued and included. While this interview was originally published a few years ago, it’s still relevant, and even more so right now.
MY GOAL FOR WRITING THIS ARTICLE:
1. TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS & FOCUS ON A BOOMING CAREER LIKE (CX) CUSTOMER EXPERIENCE.
CX is not a fad. It’s here to stay and reputable companies are seeking expertise. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. I couldn’t agree more, and recommend reading the informative article: “Why We Need More Women Leaders in CX.”
2. TO INSPIRE MORE THOUGHT DIVERSITY AND ENCOURAGE PEOPLE TO PURSUE THEIR PASSIONS NO MATTER WHAT!
I’ve learned a lot over the past 20 years working in large and small companies. I know firsthand the challenges in pursuing a career while balancing parenthood. I am elated that more companies are committed to creating a culture where women matter and employee diversity is valued. I’m also grateful for many men who have supported women and have made a big difference in my life. (I wish that I could clone you.) Below is a recap of my interview in honor of International Women’s History Month. I hope it serves as inspiration for all my readers.
INTERVIEW RECAP:
(Originally published in March 2019).
Q: (Schindler) EXPLAIN WHAT YOU DO IN YOUR ROLE.
A: (Stacy) I’m the Head of Customer Experience (CX), leading a team to deliver great customer experiences fueled by motivated, engaged employees. My role includes establishing & implementing innovative Voice of Customer (VOC) initiatives that provide a deep understanding of how customers interact & feel across all touchpoints. I’m also leveraging data, including Voice of Employee (VOE) feedback, to enhance customer journeys, and collaborating with cross-team to “close the loop” resulting in record-high customer Net Promoter (NPS) scores.
Q: (Schindler) WHY IS GENDER EQUALITY IMPORTANT?
A: (Stacy) Gender equality is important because all people deserve access to the same resources and opportunities. If two individuals with similar skills & education apply for the same job or promotion, there should be no difference in the evaluation process. Unfortunately, equality has not been the case over time and I’ve witnessed this. I am very glad there is now a cultural shift so that my kids benefit in positive ways.
Q: (Schindler) WHAT HAVE YOU OVERCOME TO GET WHERE YOU ARE TODAY?
A: (Stacy) I have overcome “inclusion” situations in past workplaces. For example, there’s been a multitude of times that I was not invited to all-male meetings, even when my level or related positions were in the room and topics pertained to my job. I’ve overcome challenges by communicating tactfully with people and articulating the value I bring, so they’d understand my perspective and need for inclusion. While self-advocacy is not easy, it is essential and a contributing factor for success. 
Q: (Schindler) WHAT WOULD YOUR ADVICE BE TO THE NEXT GENERATION OF WOMEN ASPIRING TO GET ADVANCE THEIR CAREERS?
A: (Stacy) I encourage everyone, especially women, to communicate openly and honestly, and deal with uncomfortable situations head-on versus an avoidance approach. Be impeccable with your words and choose the right moments to contribute. You have 2 ears and 1 mouth. Use them accordingly. Also, always be learning and advancing your skills through formal and informal education. I obtained my MBA years ago but continue to get certifications from prestigious institutions to sustain my position as a credible thought leader.
Q: (Schindler) WHAT HAS BEEN THE MOST PIVOTAL PIECE OF ADVICE YOU’VE RECEIVED IN YOUR CAREER?
A: (Stacy) There will ALWAYS be obstacles. Know what you can control and focus your time and effort on those things. People often say “No” without even thinking about situations, but there IS a path to “Yes!” Be creative and figure it out!
Q: (Schindler) DO YOU HAVE A FEMALE ROLE MODEL THAT HELPED YOU GET TO WHERE YOU ARE TODAY?
A: (Stacy) Executive Director Stacey Aaron-Domanico from my former job at Verizon, taught me about leadership and authenticity through her actions and words. We are still connected, and she inspires me to be amazing and genuine in everything I do.
WHAT ARE YOUR VIEWS ABOUT DIVERSITY & INCLUSION IN THE WORKPLACE? Please comment below! Join my conversations on social media too.
Have you ever done something so drastically different that you surprised yourself and others? That describes me, and I’ve learned a lot about habits and leadership from an experience. I’m sharing my story to inspire and motivate you to create positive changes by DOING, not talking about your goals. Doing creates confidence and ultimately greater happiness. Themore satisfied we feel, the better we can contribute at work and at home.
My journey began on December 23, 2019. While eating dinner with my family, I turned on a Netflix documentary called What the Health. I was fascinated by the show that I watched The Game Changers right after that. I was intrigued by the stories of those who had switched to a plant-based diet and no longer suffered from stomachaches, which I’ve endured since childhood. So, I decided to begin my own experiment having never made such a drastic change before. Within a few weeks, I felt positive impacts from my new whole foods lifestyle.
While I enjoyed my food journey for many months, it slowly ended as vegan life became too hard to keep up when my college kids returned home due to Covid19. I’ve maintained healthy habits and most importantly, proved to myself that I can do anything I put my mind to. You can too.
Whether you are facing a big change (like working from home during a pandemic) or a small change (like starting an exercise routine), your mental mindset matters a lot.
How To Make Changes For Personal & Professional Growth:
1. Just do it.
Don’t hem and haw when faced with change. As Nike says, just do it. Hesitation often leads to doing things the same old way and expecting a different result. Make the decision to start. If you’re unhappy, then give yourself permission to modify or stop what you’re doing without any guilt. There’s no one right or wrong way to do anything. Make your own path and do so with purpose.
2. There will be a lot of naysayers. Tune out the noise.
Everyone has opinions, and they often don’t hold back. That’s OK, but surround yourself with like-minded people. It makes the journey more enjoyable.
3. Look for opportunities that support your change.
I didn’t realize how many plant-based food options there would be in restaurants, coffee shops, grocery stores, etc. Even fast food and chain restaurants are catering to vegetarians and vegans. Starbucks recently announced that it’s adding oat milk to its menu in 1,300 stores.
As I discussed in a recent article, personalizing the customer experience is a smart business strategy to differentiate your brand. In the context of change, this also reinforces my point. When you commit yourself to making a change and keep your eyes open, you’ll see many opportunities all around you.
4. Small changes often have big impacts.
I’ve found that when we overthink or overcomplicate a task, it leads to accomplishing nothing. So, break down tasks in the pursuit of change. Remember that every action counts. If you only have 30 minutes to exercise instead of your usual hour, for example, commit to it for half an hour rather than pushing it off for another day — or never.
5. Be the master of your own fate.
There’s an inspiring line in the poem “Invictus” by William Ernest Henley: “I am the master of my fate, I am the captain of my soul.” I first heard this quote in the movie Invictus, which my friend had recommended to me and I now recommend to others.
You control your destiny. The choices you make today impact tomorrow. Build your self-confidence and believe you can make positive changes. That’s when you will do the unimaginable. Morgan Freeman talks about this in more detail.
6. Be mindful — and reap the positive benefits.
Since switching my food choices, I am more mindful when shopping, cooking and eating. I now read labels, which I had never done before. I’m tasting so many new foods and trying restaurants I’d never had thought about. My diet requires me to get more creative, and that makes life more fun. So slow down and enjoy the little things about the change you’re making. I’ve found that being mindful about positive change amplifies happiness.
7. Find (and maintain) a support network.
When making a change, communicate to your friends and family that you need their support. Leverage communities on Facebook, Instagram, and other social platforms — there is so much knowledge-sharing to go around. Find a partner and hold each other accountable.
8. Move forward from fear.
With any new habit, it’s normal to feel doubtful and fearful of the unknown. Recognize that it’s OK to feel that way but move forward without letting it hold you back. You’ll be glad you did. If you need inspiration, I recommend reading Feel the Fear…and Do It Anyway by Susan Jeffers, Ph.D.
9. Recognize that change is not easy, but self-control is empowering.
Conquering anything challenging, whether it’s a new diet or exercise plan, or a new job or project can feel overwhelming when you first get started. Practice does make perfect and becomes rewarding. Be intentional and focused on your purpose by reminding yourself of the “why” behind the change every day.
10. Everyone has stories. Listen and adapt to what works for you.
As human beings, we’re all experiencing life in different ways. Take the time to ask questions and share your experience. Read books. Listen to podcasts and TEDx Talks. You may be surprised when something you already know resonates in a whole new way. Epiphanies happen when least expected.
What changes have you made and how has it affected your perspective? Which tip above resonates with you most, and what would you add to the list?
I had the honor to join Cynthia James, who is the host of a well-known podcast that focuses on increasing what she calls, “awake leaders.” I admire Cynthia as a champion for change. She is making a difference by driving people, especially women, to express their full potential. She’s spent over two decades in self-examination, higher education, and working with leaders around the world. She helps individuals searching for knowledge, wisdom, and techniques to bring their gifts to the world. Her teaching and guidance correlate to my passion for creating better human experiences and workplace cultures where diversity and inclusion are valued. I believe you’ll enjoy and learn from our conversations, and gain useful tips to improve employee wellbeing and happiness, which in turn, impacts customer experiences.
Watch our video to hear essential leadership lessons.
Which leaders stand out to you and why? Would you consider them “awake leaders?” Share your comments below.
Read more about Diversity and Inclusion and ways to drive positive change here.
