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

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

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

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

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

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

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

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

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.

Are Customer Experience and Service Leaders Concerned About Quiet Quitting?

Are Customer Experience and Service Leaders Concerned About Quiet Quitting?

Are CX leaders concerned about quiet quitting? If not, they need a reality check as half the country is doing it. Like the great resignation, quiet quitting is a trend, a TikTok sensation, and a viral catchphrase that has captured the attention of America’s workforce. CX leaders, like me, are concerned.
I’m not sure who came up with the term quiet quitting as the meaning is not what it sounds in a literal sense. I shared my definition and ways to prevent quiet quitting in an interview with Jennifer Tores.
Original article at CMS Wire.

 

What Does Quiet Quitting Mean?

It describes the philosophy of taking a step back at the office and prioritizing life outside of work. Quiet quitters have made the decision that going above and beyond for their organization has not paid off, and now they will not give more to their employer than what is absolutely necessary. In essence — it’s doing the job you were hired to do — but nothing more.

However, since going “above and beyond” is often an essential part of what makes the customer experience exceptional, it’s a trend CX leaders should have on their radar.

Half of America Is Quiet Quitting

According to Gallup, half of the US workforce are currently “quiet quitters” — people who do the minimum required because they are psychologically detached from their job.

After reviewing the responses of 15,091 full and part-time U.S. employees aged 18 and over in a recent poll, Gallup reported it’s a “symptom of poor management” and suggested that today’s leaders provide staff with a few essentials to help avoid the problem:

  • Clarity of expectations
  • Opportunities to learn and grow
  • Create an atmosphere in which the employee feels cared about
  • Form a connection between the individual employee and the organization’s mission or purpose

“I believe that there is a risk of it continuing, but if we get the basics right, we have a chance to make it an even better workforce, workplace experience,” said Stacy Sherman, VP of marketing, agent and customer experience for Liveops, and founder of Doing CX Right. “Leadership — empathetic leadership and listening and giving people projects that they care about — is the way to combat the quiet quitting.”

Customer Experience Teams Are Vulnerable

Ken Kozielski, vice president of customer experience at Orlando Health, is a CX executive who has led teams across multiple industries and service organizations including Aramark and Wyndham Resorts. He describes quiet quitting as an apathy toward one’s role — and he believes CX teams are especially vulnerable.

Some workers see it as the antidote to burnout from the 8 to 5 hustle and grind — but it could be the warning sign of a flawed company culture.

“It’s the loss of engagement that happens when the job experience and the sense of purpose that brought them there are no longer aligned,” Kozielski said. “It results in a loss of discretionary effort, customer empathy and ultimately attrition.”

Specific Risks for CX Professionals

Kozielski said these are people who chose their profession because they are motivated to help others and make a difference in our current world. And, it seems, most companies are “moving from crisis to crisis,” he added. “This means that companies are prioritizing pragmatic survival over principled improvement.”

The result, he explains, is that “CX is often left in the dust” and when CX teams reach out to their operational counterparts for partnership, the response they are frequently met with is, “we have too many competing priorities.”

“This is demotivating and leaves the CX professional feeling like their sense of purpose is unfulfilled,” Kozielski said. “What do they do in that situation? They either toss up their hands in frustration or find some other place to fulfill their sense of purpose.” 

Realigning Customer Objectives With Business Goals

And, he says, the front-line team — those members around the company who may not have CX in their role, but who have a big influence on the customer experience — are also at risk.

“I think the risk for them is the competing priorities themselves,” Kozielski said. “Leaders often cascade accountability for financial or operational metrics and if they are under the pressure of living in survival mode, then they may see customers as an obstacle to their goals. This can cause them to give up on delivering great service to customers because the customer’s needs are secondary.”

The solution? Realignment of customer objectives with business goals.

 

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