Is your customer experience forgettable and easy to replicate?
Customer experience leaders Stacy Sherman, host of the award-winning Doing CX Right podcast, and featured guest Mark Sanborn, renowned leadership speaker, and author of the famous “Fred Factor”, reveal how to create differentiated and memorable customer experiences to gain a competitive advantage.
Learn the importance of focusing on how an experience makes the customer feel, and key principles like “everyone makes a difference” that enable extraordinary service–from his well known book, “The Fred Factor.”
About “The Fred Factor”
In his powerful new book, Mark recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves. More details on Amazon.
Customer Experience (CX) Topics Discussed In Podcast Ep. 111:
[4:17] Mark’s path to professional speaking and gaining expertise in customer experience
[6:13] CX is about how an experience makes customers feel emotionally
[8:11] The core principles of The Fred Factor and adding value
[11:46] Measuring success – are customers happier they chose you?
[19:51] How to effectively leverage AI to enhance CX
[22:13] Identifying bad vs. good AI-generated content
[24:39] Best leadership advice he’s received and given
[28:23] The power of intentionality for leaders and focus
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About Mark Sanborn:
An award-winning author, professional speaker, and leadership expert. He has written 8 books, including the bestseller The Fred Factor. Mark has presented over 2,400 speeches and workshops in every state and a dozen countries. He is a member of the Speaker Hall of Fame and holds the Certified Speaking Professional designation from the National Speakers Association.
More details on his website
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About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, 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 about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.
Keyword themes: DoingCXRight podcast business customer service contact center marketing The Fred Factor