The Science Behind Happy Leaders and Improved Customer Service Experiences

The Science Behind Happy Leaders and Improved Customer Service Experiences

by | Mar 19, 2023 | DoingCXRight®‬ Podcast

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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.

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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. Book. Website

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.

“Stopping The Stupid” For Better Customer Experience Outcomes Over Outputs

“Stopping The Stupid” For Better Customer Experience Outcomes Over Outputs

by | Jan 29, 2023 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
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What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric brands leverage OKRs and Agile processes to improve revenue, profitability, and customer experience. You may be wondering, what is an OKR? Why is there so much hype about Agile frameworks? 

This podcast episode with Stacy Sherman and featured guest Anthony Coppedge, IBM’s Global Digital Sales leader, will help you learn proven tactics to deliver more value in simple ways. It includes “stopping the stupid” and eliminating unnecessary work to focus on high-impact tasks.

 

Customer Experience Topics include:

  • What do OKR and Agile mean, and why implement for business success.
  • How to “stop the stupid” and deliver better customer outcomes versus outputs.
  • Why “revenue must be a byproduct” and simple tactics to deliver customer value.
  •  The best leadership advice received and given to inspire you to elevate your game.
  • And more

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About Anthony Coppedge – Delivering Customer Experience Outcomes over Outputs.

Leads the vision, strategy, and execution for how business agility is infused in Digital Sales at IBM. He focuses on strategy, iterative work prioritization, and coaching leaders, managers, and teams on delivering outcomes over outputs. He leads the transformative work of Agile selling to create value for prospects and clients instead of traditional sales methods of extracting value from clients. He has a deep background of over 25 years in Sales, Marketing, and Operations. 

Anthony relishes the chance to sabotage mediocrity and fuels his heart by mentoring others and writing for, teaching, and coaching a variety of audiences. He values empathetic leadership, has an odd penchant for Oxford commas, and thinks, “Chips Deluxe cookies taste so good the tiny Keebler Elves should be taken seriously.”

Learn more: LinkedIn and 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 & loyalty exist. Continue reading bio >here.

The Silver Lining in Regret: How to Turn a Negative Experience into a Positive Outcome

The Silver Lining in Regret: How to Turn a Negative Experience into a Positive Outcome

by | Jan 21, 2023 | DoingCXRight®‬ Podcast

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In this episode of Doing CX Right, Stacy Sherman and Daniel H. Pink, the author of five New York Times bestsellers, explain the value of regret and how looking backward moves us forward.

Regret Is An Intense Emotion.

It’s most often experienced when we feel we have made a mistake or missed an opportunity, and feelings of guilt, remorse, or shame can accompany it. While regret feels unpleasant, it can also serve as a powerful motivator for positive change.

Leaders can reflect on past choices and learn from their mistakes in a business context. By examining their regret and the factors that contributed to them, people can identify patterns and make changes to their decision-making processes to reduce the likelihood of similar mistakes in the future.

Regret can also be valuable for leaders to communicate with their team members and help them learn from their mistakes. By sharing stories of their regrets and lessons, managers can create a culture of continuous learning and growth within their organization.

 

What You’ll Learn About The Power of Regret:

  • The role that the emotion of regret plays in the business world.
  • How to manage and channel regret to show up for the team and customers in the best way possible.
  • Effective leadership techniques and examples.
  • The future of work and how humans can co-exist with AI robots and disruptive technologies.  
  • Personal stories that inspired Daniel to write his book and lessons along his journey.

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About Daniel Pink –  “Power of Regret: How looking backward moves us forward.”

Daniel H. Pink is the author of five New York Times bestsellers, including his latest, The Power of Regret: How Looking Backward Moves Us Forward. His other books include the New York Times bestsellers When and A Whole New Mind and the #1 New York Times bestsellers Drive and To Sell is Human. Dan’s books have won multiple awards, translated into 42 languages, and sold millions of copies worldwide. He lives in Washington, DC, with his family.

Learn more: Website.   Book.

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 & loyalty exist. Continue reading bio >here.

Overcoming Resistance to Change: Why It’s Important and How to Do It

Overcoming Resistance to Change: Why It’s Important and How to Do It

by | Dec 18, 2022 | Featured Blog, Leadership & Personal Growth

Resistance to change is a natural human instinct. It’s often fueled by fear of the unknown, discomfort with uncertainty, and a desire to maintain the status quo. While it’s understandable that people resist change and get stuck in their comfort zone, it’s essential to recognize that resistance can be counterproductive to businesses and personal growth.

Reasons why resistance to change is not effective:

  1. Creates risk of falling behind competitors. Leaders that don’t adapt to changing market conditions and customer needs often have a competitive disadvantage. Embracing change allows companies to get ahead of the curve and achieve goals.
  2. Hinders innovation. Without the willingness to test and learn, businesses miss out on opportunities for growth. Embracing change opens the door to new ideas and approaches, which helps brands maintain relevancy in their industry.
  3. Leads to stagnation.  Without movement, there’s typically a decline in performance and customer satisfaction. On the other hand, embracing change helps businesses stay current and energized, leading to better outcomes.
  4. Can erode trust. When people resist change, it can create tension and mistrust within the organization. This can lead to low morale, conflict, and ultimately, a decline in productivity. By embracing change and fostering a culture of trust and open communication, businesses can create a positive, collaobrative environment that ultimately enhance customer experiences.

    >LEARN MORE about how to increase trust for long term employee and customer relationsips. 

Tactics to shift mindselts and overcome resistance to change:

  1. Communicate the reasons for change. People are more likely to embrace change if they understand the rationale behind it. Clearly communicate the benefits of the change and how it will positively impact the business and its stakeholders.
  2. Involve employees in the change process. Including employees helps build buy-in and commitment. Lead focus groups and solicite input from employees on how to implement the change in a way that works best for them.
  3. Provide training and support. Change can be overwhelming, especially if people are unsure of how to do things differently. Providing education and support helps work teams feel more confident and capable as they navigate the change.
  4. Recognize and reward successful change efforts. When people see and feel that their actions to embrace change are noticed and appreciated, it naturally encourages a positive attitude towards future change initiatives.

Resistance to change is natural, but it doesn’t have to be a roadblock to success. By embracing change and implementing strategies to encourage a positive attitude towards it, businesses can position themselves for long-term growth and better customer experiences. The same principles apply to your personal life too.

 

If you like this article, check out my other one published in Forbes >HERE  

 

Example Of What Happens When We See Clearly and Embrace Change:

(Resharing from Brian Solis LinkedIn post.)

Leading Experience Management During Uncertain Times

Leading Experience Management During Uncertain Times

by | Sep 25, 2022 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
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Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

What does Experience Management (XM) mean?

Bruce Temkin, often referred to as the “Godfather of Customer Experience.” created six laws of experience management.  These are important to understand and implement, especially during times of uncertainty.

Key factors include:

  • People are emotional, not rational
  • Journeys add meaning to moments
  • Actions transform insights into value
  • Commitment aligns behaviors
  • Leaders boost or break inertia
  • Experience management (XM) is a habit, not an act

During the episode, you’ll hear details about these six laws and ways leaders can “boost inertia” to radically improve customer service, employee empowerment, and all human experiences at scale.   

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About Bruce Temkin ~Experience Management (XM) Visionary

Bruce is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership, training, and a global community of XM professionals called “XM Pros.” XM Institute’s mission is to empower and inspire XM professionals to radically improve human experiences.

Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company’s B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters.

XM Institute publishes a wealth of content and tools for XM professionals to improve their customer and employee experiences, all of which you can access for free at XMinstitute.com.

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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.