Building A Winning Customer-Centric Organization The Right Way

Building A Winning Customer-Centric Organization 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

What does a real customer-centric culture look like that’s built to win?  

Customer-centric companies put the customer at the center of all they do, which means the entire workforce takes the time to understand who customers are and then use that understanding to intentionally design better experiences for them.

Too often, companies believe they know what’s best and create customer experiences based on inside-out thinking, only to end up creating frustration and dissatisfaction.

During this podcast episode, you’ll hear Stacy Sherman and Annette Franz, Founder and CEO of CX Journey Inc. explore customer-centric businesses, examine the ways they implement strategies, and provide actionable advice for you to outperform competitors.

CX Topics:

  • What does “putting the customer in “customer experience” mean?
  • Actionable tips and key principles from her newest book “Build to Win”  
  • Views on linking customer experience metrics to employee bonuses. 
  • Effective tactics to really understand customers.
  • Advice to those who don’t know where to start in journey mapping & the game-changer of doing it right. 
  • Annettes views on CX trends during the up & down economic times 
  • Best leadership advice received.
  • A fun fact people may not know about Annette, before entering the CX field 
  • Advice to her younger 20-year-old self based on what she knows now and says to her two boys.

    Remember:

    Customer experience success does not occur overnight or automatically but rather happens when individuals and teams intentionally put customers first and do so consistently. 

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    Watch Video With Stacy Sherman and Annette Franz on Youtube

    About Annette Franz ~Building a winning customer-centric culture

    Founder and CEO of CX Journey Inc., has spent the last 30 years in the customer experience profession. She started her career at J.D. Power and Associates and spent much of the next 25 years before founding CX Journey Inc. in 2017, leading consulting services for the major voice of the customer (VOC) platforms, and helping clients in a variety of industries. She has also worked on client-side customer experience strategies for Mattel, Fidelity Investments, and Compellon.

    Annette is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). In this book, she outlines the importance of customer understanding through listening (feedback and data), characterizing (personas), and empathizing (journey maps) to developing a customer-centric culture. Her second book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, which dives into the ten foundational principles of a customer-centric culture, will be published by Advantage|ForbesBooks in Q1 2022. She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

    LinkedIn. 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.

    Propel Your Business Into Action by Being ‘Hooked On Customers’

    Propel Your Business Into Action by Being ‘Hooked On Customers’

    What does it mean to be ‘hooked on customers’, and what are practical ways to create enduring customer relationships?

     I recently interviewed Bob Thompson, CEO of Customer Think Corp, about these topics on my Doing CX Right podcast (episode 54) to help you understand the importance of being “hooked on customers, based on Bob’s best-selling book.

    During the podcast episode, we explore customer-centric businesses, examine the ways they implement strategies, and provide actionable advice for you to outperform your competitors. CX success does not occur overnight or automatically but rather happens when individuals and teams intentionally put customers first and on a consistent basis.

    Bob explains that “learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own, operate, manage, or otherwise lead a company always look for ways to improve productivity, beat the competition, and ensure long-term success.”

    Talking is cheap. Leading legendary customer-centric business leaders do not just sit around the decision-making table and discuss ideas. Best-in-class brands are what I call Doing CX Right®. And implementing key actions that Bob outlines as follows:

    • LISTEN to customers’ values and feedback.
    • THINK about the implications of fact-based decisions on customers
    • EMPOWER employees with the freedom they need to please customers
    • CREATE new value for customers without being asked
    • DELIGHT customers by exceeding their expectations

    There are no quick fixes.  Customer-centricity takes time, determination, and company-wide commitment.

    It must be maintained and constantly pursued to ensure that CX becomes part of the fabric of a business. You can have an altruistic company that’s profitable too. One doesn’t replace the other.

    In fact, Wendy Smith, a professor at the University of Delaware Business School, educates about the power of “Both/And” thinking. Our brains love to make either-or choices, we choose one option over the other. Yet, there’s a better way through Both/And thinking. We can express our individuality and be a team player. We can manage the core business while also innovating for the future. These competing and interwoven demands don’t need to be a source of conflict.

    Check out Wendy’s extensive research on strategic paradoxes and how leaders and senior teams can effectively respond to contradictory yet interdependent demands >here.

    I hope you’ll listen to my interview with Bob Thompson, which is also available to watch on YouTube too. There are a lot of valuable gems discussed to help you gain a competitive advantage, so take notes. 

    Kudos to brands transforming customer experiences mentioned in my podcast, including Trader Joe’s, Southwest Airlines and others.

    More places you can listen and subscribe for updates:  SpotifyAudible. Apple. Stitcher

    Bob and I welcome your feedback.

    Tell us if you do anything differently as a result of our information shared. Curious to know which companies you think are hooked on customers and customers are hooked on those brands? My immediate answer is Trader Joes, a national chain of neighborhood grocery stores who has been transforming grocery shopping since 1967. Trader Joes motto is “simply put, every time a customer shops with us, we want them to be able to say, “Wow! That was enjoyable, and I got a great deal. I look forward to coming back!”

    That is precisely how I feel every time I visit the store. I’m forever hooked!

    Check out my interview with Trader Joes staff member, and learn what it’s like from the inside as an employee who are hooked on customers.

    Hooked On Customers: Habits of Legendary Customer-Centric Companies

    Hooked On Customers: Habits of Legendary Customer-Centric Companies

    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 it mean to be ‘hooked on customers?’ How does it propel businesses into action?

    My featured podcast guest, Bob Thompson, author and CEO of Customer Think Corp, and I discuss the importance of being “hooked on customers” based on his best-selling book.  We also explore customer-centric businesses, examine the ways they execute their strategies, and provide actionable recommendations for you to outperform competitors.

    Bob explains that “learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own, operate, manage, or otherwise lead a company always look for ways to improve productivity, beat the competition, and ensure long-term success. Talking is cheap. Putting words and ideas into action is the key to success in the business world.” (Kudos to brands transforming customer experiences mentioned: Trader Joes, Southwest Airlines and others.)

    Legendary leading customer-centric businesses:

    • LISTEN to their customers’ values and feedback.
    • THINK about the implications of fact-based decisions on customers
    • EMPOWER employees with the freedom they need to please customers
    • CREATE new value for customers without being asked
    • DELIGHT customers by exceeding their expectations

    There are no quick fixes.  Customer-centricity takes time, determination, and company-wide commitment.

    It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. You can have an altruistic company that’s profitable too. One doesn’t replace the other. (Learn more about Both/And Thinking instead of Either/Or mindset).

    In the end, the results are well worth it. Hooked on Customers helps leaders not only survive in highly competitive, overcrowded markets but dominate them, creating a legacy of success and inspiration along the way.

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    About Bob Thompson ~”Hooked On Customers” 

    Bob Thompson is CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies (April 2014).

    Learn more about Bob on his website.  Connect with him on 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.

    Business and Life Experience Lessons From Mom

    Business and Life Experience Lessons From Mom

    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 honor of my milestone 50th Doing CX Right podcast launch, I’m so excited to bring you an inspiring trendsetter. Meet my Mom Eileen. She’s one of the first women Options Traders on Wallstreet, a well-known Bridge and Backgammon player, and a true change agent by every definition of the word. She’s had to go ‘against gravity’ to achieve success and shares valuable leadership lessons to help you reach goals no matter what rejections and challenges come your way.

    Show Topics Include:

    • Life growing up in the 1940 with parents who were ahead of their times
    • How women can thrive in business even when a minority in the room  
    • The importance of a support system, especially men in the workplace
    • Leadership advice. Hint: there’s plenty of room at the top
    • The bright side of rejection
    • Ways to gain confidence and a can-do mindset
    • Playing the game that has to be played to win
    • Advocating for what you need and turning a “no” response into “yes”
    • One key takeaway for improving experiences and having a more content life
    • Advice to younger 20-year-old self if you could go back in time
    • And more experience lessons from Mom

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    Watch Stacy Sherman’s Interview On Youtube

    If you like this, check out my article

    “10 Leadership Lessons From Growing Up With A Wallstreet Mom”

    Leadership Advice From My Wallstreet Mom- Eileen Brenner

     

    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.

    Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems

    Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems

    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

    Life is full of paradoxes. How can we each express our individuality and be a team player? How can we manage the core business while also innovating for the future? For many people, these competing and interwoven demands are a source of conflict. 

    My guest today, Wendy Smith, a Professor at the Lerner College of Business and Economics at the University of Delaware, knows a lot about organizational behavior, having studied at Harvard Business School. She’s done extensive research about strategic paradoxes and how leaders and senior teams can effectively respond to contradictory yet interdependent demands. 

    Wendy recently co-authored a book called Both/And thinking with Marianne Lewis, which is a fascinating topic for managing conflict within ourselves and with others.  She explains that since our brains love to make either-or choices, we choose one option over the other. Yet, there’s a better way through Both/And thinking.

    Topics include:

    • What is both/and thinking vs either/or thinking?  
    • When / what made Wendy study paradox and both/and thinking?
    • Advice to cope and thrive with “multiple knotted tensions happening at the same time?” 
    • How does embracing paradox correlate to improving employee performance and engagement to deliver customer excellence?
    • The best leadership advice received and given.
    • One key takeaway you can do now to improve your personal and business life.
    • Advice to younger 20-year-old self.  The stories and lessons will inspire you.

    Take notes as you will get many actionable tips to make more creative, flexible, and impactful decisions in a world of conflict and competing needs.  

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    Watch Stacy Sherman’s Interview On Youtube

    About Wendy Smith:

    Both/And Thinking: Embracing Conflict For Better Decision Making

    Wendy K. Smith is the Dana J. Johnson Professor of Management and faculty director of the Women’s Leadership Initiative at the Lerner College of Business and Economics, University of Delaware. She earned her PhD in organizational behavior at Harvard Business School, where she began her intensive research on strategic paradoxes—how leaders and senior teams effectively respond to contradictory, yet interdependent demands. Working with executives and scholars globally, she received the Web of Science Highly Cited Research Award (2019, 2020 and 2021) for being among the 1 percent most-cited researchers in her field and received the Decade Award (2021) from the Academy of Management Review for the most cited paper in the past 10 years. Her work has been published in such journals as Academy of Management Journal, Administrative Science Quarterly, Harvard Business Review, Organization Science, and Management Science. She integrates her research into her book Both/And Thinking: Embracing Creative Tensions to Solve Your Toughest Problems. She has taught at the University of Delaware, Harvard University, and the University of Pennsylvania–Wharton while helping senior leaders and middle managers all over the world address issues of interpersonal dynamics, team performance, organizational change, and innovation. Wendy lives in Philadelphia with her husband, three children, and the family dog.

    Website. 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.