Link Between Employee Offboarding and Customer Experience: Doing Both Right

Link Between Employee Offboarding and Customer Experience: Doing Both Right

How can a well-handled exit impact your brand’s reputation and customer loyalty?

Have you considered the potential revenue loss and damage to your company’s image when disgruntled former employees share their negative experiences?

While most organizations put significant effort into employee onboarding and integrating new hires, many neglect the nurturing and offboarding part of the journey. This oversight is a critical mistake that damages customer experience, company reputation, and employee morale.

Employee offboarding is often done poorly, resulting in three major losses: customers, remaining employees, and departing employees. Here’s why these losses matter and how to do employee offboarding right, whether you’re a CEO or an intern and everyone in between.

Why Employee Offboarding Matters More Than Ever

Employee offboarding is the formal process that ends the employment relationship between an organization and an employee, whether through resignation, layoffs, or termination. This process includes activities such as exit interviews, turning in company property, revoking system access, and final paycheck settlements. A well-handled employee offboarding process is crucial for several reasons:

Protecting Company Reputation

Employees discuss their departure experiences publicly through social media, online reviews, or word-of-mouth. A respectful, transparent offboarding process can turn a departing employee into a brand advocate rather than a detractor. Negative stories can tarnish your brand’s reputation, impacting customer perceptions and loyalty.

Retaining Customer Trust

Frequently, employees are also customers. A negative offboarding experience can lead them to discontinue using your products or services and persuade others to do the same. Conversely, a positive experience can reinforce their loyalty and encourage them to speak positively about your brand.

Reducing Legal Risks

Clear communication and legal transparency during employee offboarding can reduce the likelihood of litigation related to wrongful termination or discrimination claims. This not only protects your company legally but also maintains trust with remaining employees and customers.

Maintaining Industry Relationships

The world is interconnected, and treating employees poorly can sever valuable industry relationships. Former employees may become colleagues, partners, or clients in the future. Positive employee offboarding experiences can preserve these relationships and even open new opportunities.

The Emotional Impact on Departing Employees

Being let go from a job can trigger a form of grieving, representing a loss of professional identity. The departing employee needs time to process this transition and understand their rights in the offboarding process. A well-handled offboarding can provide closure and support during this difficult time, reflecting positively on your company.

Recommendations for Effective Employee Offboarding

To ensure a positive exit experience and enhance customer loyalty, CX leaders can implement the following recommendations, all featured in detail in the “Doing CX Right” podcast episode 133.

1. Prioritize Employee Well-Being

Treating employees with care and respect will reflect positively on how a company treats its customers. A positive employee experience leads to a better customer service experience. Ensuring that employees feel valued and respected throughout their tenure and even during their exit can significantly boost morale and customer satisfaction.

2. Leadership Training

Invest in leadership training focused on empathy, transparency, and respect to ensure leaders can handle difficult situations, like employee dismissal, without negatively impacting the overall customer experience. Well-trained leaders are better equipped to manage terminations in a way that maintains dignity and fosters a positive company culture.

3. Transparency and Honest Communication

Avoid common mistakes in employee-employer relationships by practicing transparency and honest communication. This can help build trust and loyalty among both employees and customers. Open and honest dialogue about the reasons for termination and the process involved helps mitigate misunderstandings and potential conflicts.

4. Respectful Employee Offboarding

Handle employee separations with empathy and respect rather than relying on performance improvement plans, which can create anxiety and a negative work culture that may spill over into customer interactions. A compassionate approach to offboarding can leave departing employees feeling respected and more likely to speak positively about the company.

5. Continuous Learning and Adaptation

Encourage leaders to continually learn and adapt to foster a positive culture. A positive employee environment contributes significantly to a sustained great customer experience. Promoting a culture of continuous improvement ensures that both leaders and employees are equipped to handle changes and challenges effectively.

Listen to Doing CX Right podcast episode below for more actionable strategies👇

Achieving a win-win-win is not just possible; it’s achievable!

Subscribe on your favorite podcast channel for ongoing updates: Apple, Spotify, Audible, Pandora, iHeart Radio, etc).

Remember: by implementing these lessons, companies can transform their employee offboarding process into a strategic advantage, leading with heart to humanize business, enhance customer loyalty, and strengthen brand reputation.


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

How to Make Feedback a Gift, Not A Curse, in the AI Era

How to Make Feedback a Gift, Not A Curse, in the AI Era

Have you ever received feedback that left you feeling deflated, misunderstood, or resentful?

Or perhaps you’ve delivered criticism that inadvertently damaged a relationship or stifled innovation?

In a business landscape increasingly shaped by AI and automation, genuine human connection is rare. How we deliver feedback is more critical than ever, as it can either amplify our humanity or diminish it.

One of my guiding lights, personally and professionally, has been Don Miguel Ruiz’s “The Four Agreements.” It’s a book filled with profound wisdom. The agreement that resonates most deeply with me, especially regarding feedback, is “Be Impeccable With Your Words.” Ruiz reminds us that our words hold immense power – they can uplift, heal, or they can wound and destroy. And I would add, it’s not just the words themselves, but the delivery that makes all the difference.

Let’s disucss how this ancient wisdom can revolutionize your approach to feedback, both as a giver and receiver:

The Power of Impeccable Words: Lessons from “The Four Agreements”

In the book, Ruiz urges us to use language that is truthful, empowering, and aligned with our highest intentions. When it comes to feedback, this means:

  • Speaking with integrity: Avoid gossip, assumptions, and exaggerations. Base your feedback on observable facts and direct experience.
  • Avoiding harmful language: Refrain from using words that demean, belittle, or attack the person’s character. Focus on the behavior or outcome, not the individual.
  • Choosing words that uplift and inspire: Frame your feedback in a way that motivates and encourages growth rather than discourages or shuts down.
  • Taking responsibility for your words: Own your perspective, acknowledge your emotions, and avoid blaming or accusing.

Actionable Tips for Leaders: Applying “Be Impeccable With Your Words”

  • Cultivate self-awareness: Before offering feedback, check your own motives. Are you speaking from a place of genuine concern, or are you reacting out of frustration or personal bias?
  • Practice active listening: Give your full attention to the person you’re communicating with. Hear not only their words but also their underlying emotions and needs.
  • Choose your words carefully: Tailor your language to the individual and the situation. Consider the impact your words will have on their confidence and motivation.
  • Lead by example: Model the kind of communication you want to see in your organization. Encourage open, honest, and respectful dialogue at all levels.
  • Create a safe space for feedback: Foster a culture where employees feel comfortable giving and receiving feedback without fear of judgment or retribution.

Feedback in an AI-Driven World: The Human Advantage

As AI continues to transform the workplace, the human element of feedback becomes even more invaluable. While AI can provide data-driven insights and automate certain processes, it cannot replicate the nuance, empathy, and emotional intelligence humans bring.

By embracing the principles of “Be Impeccable With Your Words,” business leaders can leverage this human advantage to:

  • Build stronger relationships: Foster trust, loyalty, and collaboration among team members.
  • Enhance performance: Encourage continuous learning and development through constructive feedback.
  • Drive innovation: Create a culture where new ideas are welcomed and nurtured, even if they come with a dose of healthy criticism.
  • Differentiate your brand: Deliver a customer experience that is authentic, personalized, and rooted in genuine emotional engagement.  

In Conclusion

In the age of AI, where algorithms and automation are reshaping how we work and interact, the power of human connection is not diminished—it’s amplified. By being impeccable with words, we can elevate our organizations, inspire our teams, and create a future where technology and humanity work harmoniously.

The question is: What will you choose? Will your words empower and inspire, fostering growth, collaboration, and innovation, or will they discourage and deflate, creating barriers to progress and undermining trust?

The answer may determine not only your success but the lasting impact you leave on your business, your team, and the world.

If you like this article, continue reading about

CX Leadership Lessons From “The Four Agreements”

The Four Agreements and CX Lessons Learned by Stacy Sherman

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

Customer Experience Role Making An Impact? These 3 Signs Say Yes

Customer Experience Role Making An Impact? These 3 Signs Say Yes

How to Measure Your Impact in Customer Experience Roles

In the rapidly evolving field of customer experience (CX), gauging your effectiveness and assessing your impact can seem challenging. While quantitative metrics provide valuable insights, they only reveal part of the picture. The true measure of success lies in your ability to enrich lives – those of your customers and colleagues. My article explores three critical indicators that signify your work in customer experience roles is not just meeting, but exceeding expectations, enhancing business performance, and positively impacting the experiences of everyone you interact with.

The Importance of Qualitative Indicators in CX

Before focusing on these indicators, it’s essential to understand why qualitative measures are just as vital as their quantitative counterparts in customer experience roles. In the dynamic, human-centric realm of customer experience, the emotional and psychological nuances of interactions often provide deeper insights into your effectiveness and influence. These non-numeric indicators can guide improvements and inform strategic direction, ensuring that businesses don’t just meet but surpass customer expectations.

1. Internal Recognition

The Role of Cross-Departmental Collaboration

One telling sign of the value you bring to an organization in your customer experience role is when colleagues from various departments frequently seek your counsel on CX matters. This internal recognition – whether in the form of casual consultations or formal project involvement – underscores your expertise and your instrumental role in embedding a customer-centric mindset across the company.

As highlighted in my podcast episode 45 with NPS creator, Fred Reichheld, true customer advocacy goes beyond just measuring scores – it involves actively helping customers become enthusiastic promoters of your brand. Your ability to influence cross-functional projects with this mindset in your customer experience role is key. It transcends individual outcomes and shifts the entire organizational culture towards more customer-focused decision-making, manifesting in tangible improvements to customer satisfaction, loyalty, and business performance.

Impact on Company Culture

Beyond individual projects, the impact you have on the company’s culture through your customer experience role is another clear indicator of your expertise. When team members from various departments naturally incorporate the customer’s viewpoint into their decisions, it directly showcases your successful promotion of a customer-focused mindset.

2. Ongoing Customer Engagement

Building Trust Beyond Transactions

Another powerful indicator of your impact in customer experience roles is the continuation of customer relationships long after formal interactions have concluded. This sustained dialogue signifies more than just the trust customers have in you; it’s a mark of the profound, lasting impression you’ve made on their experience with the brand.

As emphasized in Doing CX Right®‬  podcast, genuine customer recommendations and referrals are far more valuable than gimmicky loyalty programs. By fostering authentic connections that extend beyond transactions, you’ve effectively transformed customers into advocates – a pivotal force that propels business growth and cement brand reputation.

3. Public Endorsement

Leveraging Content to Drive Engagement

In today’s digital age, public endorsement of your expertise and insights is an increasingly significant indicator of your impact in customer experience roles. High levels of engagement with the content you share – whether blog posts, social media updates, or other channels – signal your ability to resonate with a broader audience beyond your immediate professional circles.

The positive reactions from this public sphere not only validate your approach to CX but also confirm your position as an influential voice and thought leader within the industry. Check out Doing CX Right podcast episode 69 as Mark Schaefer and I discuss the revolutionary power of CX, Social and Influencer Marketing.

Expanding Your Impact

Public endorsement has opened up new avenues for dialogue and continuous improvement in your customer experience role. Feedback from public channels has proven instrumental in shaping strategies, refining processes, and driving innovation within organizations’ CX initiatives.

As Reichheld emphasized, businesses that prioritize treating customers well – enabling them to return and refer others – are the ones delivering real value to investors. By actively engaging with and learning from this broader community, you’re solidifying your expertise while ensuring your impact resonates far beyond your organization’s walls.

Integrating Insights into Action

The feedback and recognition you receive in your customer experience role – whether from colleagues, customers, or your public audience – can serve not merely as validation of your current practices but as inspiration for further innovation and continuous improvement within your CX strategies.

From Insight to Implementation

This pivotal step in customer experience roles involves translating the qualitative insights gleaned from the 3 indicators into actionable strategies that tangibly enhance the customer experience and propel business success. For instance, a recurring theme in customer testimonials about your ability to simplify complex processes could inform the development of more user-friendly interfaces or the streamlining of specific workflows.

Similarly, internal recognition of your cross-functional collaboration skills in your customer experience role might prompt the formation of interdepartmental task forces or the implementation of more integrated communication channels – both of which foster a more cohesive, customer-centric approach across the organization.

The most successful companies have processes that keep the customer front and center, using metrics beyond just financials to truly understand if they’re enriching customers’ lives. By actively listening to and learning from these qualitative indicators, you’re paving the way for your organization to continually elevate and redefine the customer experience.

Conclusion: The Ripple Effect of Your CX Impact

In customer experience roles, your impact extends far beyond driving business outcomes or meeting performance metrics. At its core, your work plays a crucial role in enriching the lives of individuals – customers and colleagues alike.

The internal recognition you garner, the lasting connections you forge with customers, and the public endorsement you receive all serve as powerful testaments to your ability to positively influence experiences and foster a customer-centric culture that permeates every aspect of your organization.

As summarized in my Doing CX Right®‬  podcast:  The principles that lead to a fulfilling life, such as treating others as you would want your loved ones to be treated, also lay the foundation for a successful business. Adopting this mindset and constantly aiming to improve experiences, your influence in customer experience roles extends far and wide, touching the lives of many. This creates a domino effect that not only uplifts your organization but also fosters a more empathetic, customer-centric world.

So, while quantitative metrics will always play a role in assessing performance in customer experience roles, remember to celebrate and nurture these qualitative indicators – for they are the true barometers of your ability to make a profound, lasting difference in the realm of customer experience.

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

Doing CX Leadership Right Based on Brain Science

Doing CX Leadership Right Based on Brain Science

Doing CX Right podcast show on Spotify 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 does our brain’s design shape our leadership and customer interactions? Could it be the secret weapon for unparalleled customer service?

Join Stacy Sherman and Alain Hunkins as they shed light on these intriguing questions.

This episode teaches you how to navigate the ups and downs of evolving from a top performer to a game-changing leader. You’ll grasp the essence of every customer conversation and tap into the magic of genuine connection with actionable tips on growth, feedback mastery, and forging impactful bonds.



High Achieving People vs. High Achieving Leaders:

– Alain discusses the difference between being a high-achieving individual and a high-achieving leader.
– Many people get leadership roles because they excel in their individual roles, but leading requires a different skill set.
– The skills needed to lead effectively differ from those required to be an excellent individual contributor.

Fun Fact about Alain:

– Alain comes from a family of professional musicians.
– His grandmother was the first woman to play in a Broadway pit orchestra.
– Alain played the violin in Carnegie Hall with a youth symphony orchestra on his 13th birthday.

Passion for Leadership:

– Alain’s passion for leadership stems from his family background.
– He has always been considered an “old soul” and thinks deeply about leadership.
– His mother and grandmother are Holocaust survivors, influencing his perspective.

Changing Habits and Leadership:

– Alain emphasizes the importance of practicing leadership in real life and changing habits on a daily basis.
– He draws parallels between leadership and customer experience, emphasizing the importance of training in both fields.

Advice for Leading Different Generations:

– Advises against stereotyping different generations.
– He appreciates how Millennials and Gen Z have brought work-life balance and well-being into the workplace conversation.
– Emphasizes treating everyone with respect and kindness.

Best Leadership Advice Given:

– The best advice Alain received is to ask for feedback.
– Feedback helps individuals understand how they are perceived and where to improve.


– Alain emphasizes the importance of relationships in achieving success.
– He advises his younger self to focus on building and nurturing relationships.

Press Play  To WATCH On Youtube

About Alain Hunkins:  

Alain helps leaders, teams, and companies achieve performance goals easier. 

Over his twenty-five-year career, Alain has worked with over 3,000 groups of leaders in 27 countries, including 42 of the Fortune 100 companies. In addition to being an executive coach, leadership and team development facilitator, and keynote speaker, Alain is the author of the book CRACKING THE LEADERSHIP CODE: Three Secrets to Building Strong Leaders (published by Wiley, March 2020) 

Alain is a faculty member of Duke Corporate Education and serves on the Academic Board of Advisors for the New Delhi Institute of Management. Alain’s work has been featured in Chief Executive, Fast Company, Inc., Training Magazine, Chief Learning Officer, and Business Insider. He’s also a monthly leadership strategy contributor to Forbes Magazine. Alain was recently named #33 on the Global Power list of the Top 200 Biggest Voices in Leadership for 2023 by LeadersHum. A father of two teenagers, he lives in Northampton, Massachusetts. 

Learn more on his website

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: #customerservice, #customerexperience, #employeeexperience, #organization,  #contactcenter #customercare, #employeeengagement #doingcxright #podcastbusiness #podcastinterviews #podcastshow #podcaster #businesstips #leadership #leaders

The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

Have you ever wondered how Motherhood and leadership intertwine? Do you realize the impact of Motherhood on your approach to customer experience (CX)?  It’s fascinating how the skills and lessons learned from being a mom shape our CX role while our customer-centric mindset enhances our parenting too.

With Mother’s Day approaching, I’d like us to pause and reflect on the incredible roles and hats that mothers juggle. Motherhood brings so much joy and challenges and profoundly impacts us as business leaders. Simultaneously, being customer-centric leaders also equips us with skills that enhance our parenting ability.

In this article, I share my views and experiences and bring you my friends’ perspectives, who I consider wonderful Moms and authentic women leaders by every definition. Read and apply the lessons to your life to keep showing up as your best self at work, at home, and everywhere you go. We have much to learn together, including Dads, Grandparents, Aunts, and Uncles too.

How Being a Mom Influences My Leadership Approach to Customer Experience

I believe Motherhood is a gift that keeps on giving. In some ways, my Gen Z kids (now young adults) have taught me more than I may have provided to them. Motherhood is a remarkable journey that shapes and redefines our lives. It challenges us to be selfless, patient, and nurturing while empowering us to be strong, resilient, and compassionate. As a mother, I discovered that the lessons and skills acquired through this transformative experience significantly influence my leadership approach to customer experience. Understanding each individual’s unique needs and problems allows me to intentionally tailor my approach and provide support in ways that are meaningful to each person—no cookie-cutter tactics. In addition, effective leadership is about fostering a culture of care, trust, collaboration, and dedication to exceptional communication. My best tip for you is to read “The Four Agreements.” It’s a life-changing book that applies to business and personal growth, as I’ve summarized in my other article.

How Being a Customer-Centric Leader Impacts My Approach to Motherhood

Being a customer experience leader means putting customers’ needs and satisfaction at the forefront of decision-making. This mindset significantly influences my approach to Motherhood. I strive to understand and anticipate my children’s needs, creating an environment where they feel valued and unconditionally loved. Just as I aim to exceed customer expectations, I strive to exceed my children’s expectations by providing them with the devotion, guidance, and resources they need to thrive. Being customer-centric in Motherhood means actively listening to their concerns, providing constructive feedback, and continually improving my soft skills. I also believe in full transparency and keeping conversations real to build and sustain trust. Learn more about the power of Trust and how to get and keep it on my DoingCXRight Podcast with well-known authors Joe Folkman (episode 86) and Charles Green (episode 20).

Tips for Balancing Mom/Work Life

Finding a balance between being a mom and excelling in a professional career can be demanding, but it is possible with the right mindset and strategies. Here are some tips that help me navigate this delicate balance:

Prioritize and categorize action items  

To-do lists can be overbearing. I suggest dividing all the items into what is important “now” versus “soon” and “later” so you know what to tackle in a methodical order. I recommend using apps to help you stay organized. One of my favorites is Things. (I have more favorites if you want tips and tricks.) Also, spend time with supportive people, including those who can assist with childcare or household responsibilities, to free up time for completing your list.

Set boundaries

Establish clear boundaries between work and family life. Designate specific times for work and dedicate uninterrupted time to your children. Time blocking and sticking to schedules help maintain a sense of routine and order. Check out helpful tips on my Doing CX Right Podcast episode 33, featuring Marcey Rader, author of  “Work Well. Play More! Productive, Clutter-Free, Healthy Living – One Step at a Time.”

Practice self-care

Taking care of yourself physically, mentally, and emotionally is essential. Set aside time for activities that rejuvenate and recharge you. Get creative and stick with it. Remember, a happy and fulfilled mother is better equipped to be a strong leader and caregiver. You can’t give to others if you are unfulfilled.

Strive for flexibility. Ask for what you need.

Embrace the flexibility that modern work environments offer. Seek opportunities for remote work or flexible schedules that allow you to balance your mom and work responsibilities more effectively. As my mom taught me, “If you don’t ask, the answer is always no.” By the way, the Gig Economy is real and a win-win for businesses and the workforce. Take advantage of it. Read my article to learn more.

More Insights From Powerful Moms AND Customer Experience Leaders

Q: How has being a Mom influenced your leadership approach to customer experience?

A: “As a Mom, I’ve found myself aware of how often I’m mentally and emotionally checking in with my kids. Even if I don’t ask directly, I’m watching and predicting how they’ll respond to something, what they might be feeling, or what obstacles might be in their way. I think this is a key skill for any leader, and especially CX leaders. We need to keep our awareness up for so many things. I think of this when I look for signals in feedback. They don’t tell us the whole story – we have to understand the big picture and predict how the customer feels and what they’ll do next. Data and AI, and predictive analytics can certainly help, but leaders need awareness and intuition to understand and act on the big picture – just like being a Mom!

Q: How has being a Customer Experience leader impacted your approach to Motherhood?

A: “I’m not sure if this is unique to being a CX leader, but as an entrepreneur, my kids have watched me work hard, have success on some days and challenges on others. I think this is a great thing for them to see so personally. Life is not a straight line and “luck” has a way of following lots of hard work! I talk about this journey with them as they face their own challenges.”

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

Bring your whole self. I’ve never shied away from talking about my role as a Mom with clients or colleagues and I discuss customer experience with the whole family! My boys are teenagers now and send me examples of great (and not so great) customer experience moments “in the wild.” It’s just part of their DNA. 🙂

Humans are complex and wonderfully nuanced. It’s best to bring all your complexity and nuance to everything you do, in my humble opinion. And balance might not be the word I use all the time. Both parenthood and customer experience are long games. That means you might be “out of balance” at some point but overall achieve a sense of balance over a span of time. It’s a constant reality and I think parents and caretakers of all kinds struggle with the daily demands. So give yourself some grace – remember it’s a long game with really amazing rewards.”

Listen to my conversation with Jeannie on Doing CX Right Podcast episode 16: Living Your CX Mission

Jeannie Walters

CEO & Chief Experience Investigator

Q: How has being a Mom influenced your leadership approach to Customer Experience? And how has being a Customer Experience leader impacted your approach to Motherhood?

A: I’m going to answer these together because I think they go both ways, i.e., the answer for one applies to the answer for the other. The skills and attitudes that we need as a parent often translate well to the approach we need as customer experience leaders. They include patience, problem-solving, selling, educating, communication and listening, critical thinking, persuasion, flexibility, empathy, adaptability, understanding, and more. I think we hone each of those skills in different ways as leaders and as moms.

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

A:  “Hi. My name is Annette. I’m a workaholic. LOL. I’m still trying to get better at it after 30+ years in this profession and 21+ years as a mom. It takes a deliberate act to truly get that balance. 

– I block out time on my calendar for things that I know I need to do for myself, including my morning workout, taking time out of the day to read and do other things, taking the kids to school (when they were younger), kids school stuff and events, and more. 

– It takes intentional actions to leave my home office at the end of the day and put it behind me for the evening; it will all be there for me again in the morning. That was a tough mindset to cut through.

– In the last couple of years, I’ve started taking a long weekend every month and going out of town to just reset and recharge. I’ve always said to my boys, When mom’s happy, everyone is happy. It’s so true. It works.”

Listen to my conversation with Annette on Doing CX Right Podcast episode 55: Building A Customer-Centric Organization



Annette Franz

Founder and CEO, CX Journey Inc

Q: How has being a Mom influenced your leadership approach to customer experience?

A: “I’ve become much more empathetic. I try to understand what matters to my sons, and the same for customers. It’s the same.”

Q: How has being a customer-centric leader impacted your approach to Motherhood?

“I became a mother at a young age before I became a leader. As a mother, I know the importance of building trust with kids, like getting and keeping trust with customers. Both need to know that they can rely on you.”

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

A:  Working Moms often feel guilty about not spending enough time with the kids and at the same time, not investing more time to work. What helps me a lot is learning that I don’t have to do it all by myself. My sons did not care too much about who drove them to the football training. Yet, they like to have me around watching the match, especially when they scored a goal.”

Sonja Mechling

CEO Kaiser & Kraft

self care quote- stacy sherman mothers day blog


The roles of being a mother and a leader intertwine, creating a profound synergy that shapes our approach to customer experience. Through the lens of Motherhood, we gain invaluable lessons in empathy, understanding, and nurturing that transform us into more compassionate and effective leaders.

Simultaneously, our customer-centric leadership mindset influences our approach to Motherhood, enabling us to create an environment where our children feel valued, supported, and empowered.

Wishing all the Moms in the world a wonderful holiday, and may you celebrate every day by practicing self-care and other tips shared in this article.

Happy Mother’s Day To My Mom


who taught me so much about thriving in business and life. Watch my video to hear my Mom’s story and lessons learned from being one the first women Stock Options Traders on Wallstreet.