22 min
In Conversation - Stacy Sherman - Doing CX right ! Business Excellence - TOP 5 Series
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- Management
“Customer Experience is about people, how do people want your brand, stay loyal to your brand, refer your brand and it's about the human aspects, not just process, and not just about price tags.”
What is it like when a customer signs the contract, or buys a product or service? What's that experience going to be from that point on? It has to be intentionally designed, depending if it's a service or a product, and how it's delivered and set up and used.
3:07 Onboarding customers
7:11 Creating a customer experience
10:05 Measuring customer happiness
15:31 Humanizing business
20:00 Stacey Sherman’s Inspiration
In a world in which impersonal customer interactions are the norm, Stacy Sherman is an empathetic customer experience (CX) pioneer who has devoted her career to leading with a heart and creating lasting customer loyalty through engaged employees. Recognizing the humanity in others is critical to any business’s success. Whether a company is marketing to other businesses or consumers, its ultimate audience is an individual. There is a person at the other end of every campaign and communication; for businesses that desire to be competitive and acquire customers, making a human connection is critical.
Passion & Dedication
Stacy’s mission is to help brands delight customers, meet their needs, and create superior experiences that build not just relationships but lasting, meaningful connections with people. Through her company, DoingCXRight, Stacy advocates for the humanization of business and delivers a framework rooted in the customer. Stacy’s approach aligns cross-functional teams from critical parts of the organization—sales, marketing, product, and leadership to allow stakeholders to deliver a customized customer experience that goes far beyond price of services or goods.
Proven Methodology
Applying a holistic view of CX, Stacy incorporates employee engagement strategies to realize positive client outcomes. Engaged and happy employees are also loyal and satisfied customers. Stacy partners with clients to execute an integrated, measurable CX strategy that increases customer loyalty and satisfaction, heightened brand value, and reduced market friction. In 2019, she led the first-ever annual CX Day at Schindler Elevator Corporation to drive awareness of the importance of customers’ experiences and show gratitude to employees for their efforts in delivering superior customer service. After its initial success, the company adopted and transformed the program into an entire week dedicated to recognizing CX as a strategic imperative across the global organization. Further, she collaborated with leadership to drive historic customer satisfaction and net promoter scores (NPS) and achieve a year-over-year CAGR of 6%.
Continuous Learning & Improvement
Stacy is committed to developing the next generation of talent, and coaches and mentors those who are looking to break into the field. She has been featured in multiple publications, including Forbes and Psychology Today. She has also received numerous awards and accolades for her leadership in the field, including CX Leader of The Year. In addition, Stacy is a vocal advocate for workplace diversity and inclusion and promotes recruiting and developing talent from underrepresented groups. The results of these efforts are immediate and remarkable—heightened competitiveness and improved productivity. She continues to drive cultural transformation by creating environments focused on empathetic leadership, stakeholder accountability, and open and honest communication among tea
“Customer Experience is about people, how do people want your brand, stay loyal to your brand, refer your brand and it's about the human aspects, not just process, and not just about price tags.”
What is it like when a customer signs the contract, or buys a product or service? What's that experience going to be from that point on? It has to be intentionally designed, depending if it's a service or a product, and how it's delivered and set up and used.
3:07 Onboarding customers
7:11 Creating a customer experience
10:05 Measuring customer happiness
15:31 Humanizing business
20:00 Stacey Sherman’s Inspiration
In a world in which impersonal customer interactions are the norm, Stacy Sherman is an empathetic customer experience (CX) pioneer who has devoted her career to leading with a heart and creating lasting customer loyalty through engaged employees. Recognizing the humanity in others is critical to any business’s success. Whether a company is marketing to other businesses or consumers, its ultimate audience is an individual. There is a person at the other end of every campaign and communication; for businesses that desire to be competitive and acquire customers, making a human connection is critical.
Passion & Dedication
Stacy’s mission is to help brands delight customers, meet their needs, and create superior experiences that build not just relationships but lasting, meaningful connections with people. Through her company, DoingCXRight, Stacy advocates for the humanization of business and delivers a framework rooted in the customer. Stacy’s approach aligns cross-functional teams from critical parts of the organization—sales, marketing, product, and leadership to allow stakeholders to deliver a customized customer experience that goes far beyond price of services or goods.
Proven Methodology
Applying a holistic view of CX, Stacy incorporates employee engagement strategies to realize positive client outcomes. Engaged and happy employees are also loyal and satisfied customers. Stacy partners with clients to execute an integrated, measurable CX strategy that increases customer loyalty and satisfaction, heightened brand value, and reduced market friction. In 2019, she led the first-ever annual CX Day at Schindler Elevator Corporation to drive awareness of the importance of customers’ experiences and show gratitude to employees for their efforts in delivering superior customer service. After its initial success, the company adopted and transformed the program into an entire week dedicated to recognizing CX as a strategic imperative across the global organization. Further, she collaborated with leadership to drive historic customer satisfaction and net promoter scores (NPS) and achieve a year-over-year CAGR of 6%.
Continuous Learning & Improvement
Stacy is committed to developing the next generation of talent, and coaches and mentors those who are looking to break into the field. She has been featured in multiple publications, including Forbes and Psychology Today. She has also received numerous awards and accolades for her leadership in the field, including CX Leader of The Year. In addition, Stacy is a vocal advocate for workplace diversity and inclusion and promotes recruiting and developing talent from underrepresented groups. The results of these efforts are immediate and remarkable—heightened competitiveness and improved productivity. She continues to drive cultural transformation by creating environments focused on empathetic leadership, stakeholder accountability, and open and honest communication among tea
22 min