Doing Customer Experience Right‬ with Stacy Sherman

Doing CX Right®‬
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Doing Customer Experience Right‬ with Stacy Sherman

The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you’ll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business.

  1. 180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman

    12H AGO

    180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman

    What does it mean to be 'hooked on customers?' How does it propel businesses into action?   Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

    35 min
  2. 179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay)

    JUN 16

    179. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems - Wendy Smith (Replay)

    Are you struggling to navigate competing demands in your business and personal life? What if you could embrace both sides of seemingly contradictory choices? In this episode, Stacy Sherman and Professor Wendy Smith explore the power of "both/and thinking" to make more creative, flexible, and impactful decisions. Learn how to shift from either/or mindsets to accommodate multiple perspectives simultaneously. Discover practical strategies for leaders to foster cultures of productive tension, change the questions they ask, and find synergies between opposing ideas. Uncover how embracing paradox can drive innovation, sustainability, and better customer outcomes in an increasingly complex world.   Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

    31 min
  3. 178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman

    JUN 9

    178. Why “Satisfied” Customers Leave — And How To Keep Them | Stacy Sherman

    Your customer says they’re “satisfied.” So why didn’t they come back? Stacy Sherman—a global keynote speaker and advisor with over 25 years of experience improving customer experience at leading B2B and B2C companies—challenges a metric many businesses still rely on: Customer Satisfaction (CSAT).  She explains how CSAT became the standard, why it made sense in the past, yet no longer reflects what creates true customer loyalty today. “Satisfied” usually means nothing went wrong—but that’s not enough to earn retention, repeat purchases, or referrals. If CSAT is still guiding your strategy, this episode will show you what it’s missing—and what to measure instead. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

    11 min
  4. 177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson

    JUN 2

    177. Why Customer Experience Is Failing—And How To Do It Right | Sean Albertson

    Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what’s going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the value of customer experience as a core business discipline. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

    31 min
  5. 176. Differentiating Customer Service vs. Customer Experience and Trends (Replay)

    MAY 26

    176. Differentiating Customer Service vs. Customer Experience and Trends (Replay)

    Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

    31 min
  6. 175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay)

    MAY 19

    175. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow (Replay)

    Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy .

    29 min
  7. 174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman

    MAY 5

    174. The Hidden Cost of Executive Escalations And How to End It | Stacy Sherman

    Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they’re often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You’ll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

    26 min
  8. 173. Keeping Customer Support Human In An Automated World | Priscilla Brooke

    APR 28

    173. Keeping Customer Support Human In An Automated World | Priscilla Brooke

    What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn’t more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You’ll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team’s impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this

    31 min
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5
out of 5
54 Ratings

About

The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you’ll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business.

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