50 episodes

Customer experience (CX) is a brand differentiator. By humanizing business and intentionally DOING CX RIGHT, you gain happy customers who continue to buy and refer your brand to others.

Stacy Sherman shares her 'Heart & Science™ proven CX framework to help you accelerate loyalty and revenue. She's also interviewing admirable keynote speakers, authors, business leaders across industries who share ACTIONABLE CX strategies and tactics too.

Topics include:
*Retaining customers and keeping them from going to competitors
*Increasing revenue and growth by winning through experiences over price.
*Instituting CX measurements for accountability & success.
*Gaining customer advocates, who refer versus share bad reviews.
*Building an engaged workforce and customer-centric inclusive culture.

DoingCXRight®‬ Podcast is not all business and customer service related. You’ll also hear guests share personal stories, challenges overcome, lessons learned, and topics such as: “What would you tell your younger 20-year-old self now that you didn’t know then.” The answers will inspire you to think and do differently so that you show up as your best self every day.


About Stacy Sherman:
She's an award-winning keynote speaker, author, and mentor on a mission to inspire better experiences so that REAL loyalty, connections, and satisfaction exist globally. Read her bio, blog, Forbes articles and useful resources at: DoingCXRight.com

Doing CX Right‬ Podcast Stacy Sherman, DoingCXRight

    • Business
    • 5.0 • 35 Ratings

Customer experience (CX) is a brand differentiator. By humanizing business and intentionally DOING CX RIGHT, you gain happy customers who continue to buy and refer your brand to others.

Stacy Sherman shares her 'Heart & Science™ proven CX framework to help you accelerate loyalty and revenue. She's also interviewing admirable keynote speakers, authors, business leaders across industries who share ACTIONABLE CX strategies and tactics too.

Topics include:
*Retaining customers and keeping them from going to competitors
*Increasing revenue and growth by winning through experiences over price.
*Instituting CX measurements for accountability & success.
*Gaining customer advocates, who refer versus share bad reviews.
*Building an engaged workforce and customer-centric inclusive culture.

DoingCXRight®‬ Podcast is not all business and customer service related. You’ll also hear guests share personal stories, challenges overcome, lessons learned, and topics such as: “What would you tell your younger 20-year-old self now that you didn’t know then.” The answers will inspire you to think and do differently so that you show up as your best self every day.


About Stacy Sherman:
She's an award-winning keynote speaker, author, and mentor on a mission to inspire better experiences so that REAL loyalty, connections, and satisfaction exist globally. Read her bio, blog, Forbes articles and useful resources at: DoingCXRight.com

    50. Business and Life Experience Lessons Featuring Mom Eileen

    50. Business and Life Experience Lessons Featuring Mom Eileen

    In honor of my 50th podcast milestone, I'm excited to bring you an inspiring trendsetter. Meet my Mom, Eileen, 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.   Learn more at: DoingCXRight.com/podcasts  

    • 19 min
    49. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems with Wendy Smith

    49. Both/And Thinking: Embracing Conflicts to Solve Your Toughest Problems with Wendy Smith

    Life is full of paradoxes. How can we express our individuality and be a team player? Balance work and life? Take care of ourselves while supporting others? Manage the core business while innovating for the future?  For many of us, these competing and interwoven demands are a source of conflict. 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. Stacy Sherman and Professor Wendy Smith discuss how to cope, and thrive with 'multiple knotted tensions happening at the same time' for greater success in business and life More @ DoingCXRight.com 

    • 31 min
    48. Getting More Organized and Productive Through GTD® with David Allen

    48. Getting More Organized and Productive Through GTD® with David Allen

    There’s a global productivity movement happening in our fast-paced world. Millions of people are changing their approach to apply order to chaos. They're handling life’s demands in a more organized, less stressful way. And freeing up time to better serve clients, employees, family, and friends. How are they doing this? Through GTD® methodology. Stacy Sherman brings you David Allen, an influential thinker and NY Times Best Selling Author of “GETTING THINGS DONE®,” to inform you what GTD is and the 5 core behaviors you need to do to get anything under control, stay relaxed while maximzing productivity. Info at: DoingCXRight.com/podcasts

    • 37 min
    47. Building Trust And Selling From The Heart With Larry Levine

    47. Building Trust And Selling From The Heart With Larry Levine

    Trust, credibility, and authenticity are the currencies of sales. Gone are the days of manipulative and pushy salespeople relying on charm to close deals. Stacy Sherman and Larry Levine, author of "Selling From The Heart," challenge modern myths and explain: how to approach buyers and increase sales in a world of information overload and technology fatigue; tactics to recruit and retain great reps while advancing sales results and client retention; strategies to build meaningful relationships and gain an unbeatable competitive advantage. Hint: Success starts within, not out. It's about YOU showing up with integrity, and heart at the forefront. Details at DoingCXRight.com

    • 34 min
    46. Transforming Customer Experience Through Mystery Shopping

    46. Transforming Customer Experience Through Mystery Shopping

    You've probably heard about mystery shopping as it's been a valuable market research tactic for a long time. Yet, there are new aspects to understand when designing a program and measuring what's relevant for customers and your business. Stacy Sherman interviews Claire Boscq, UK's Top 20 Customer Service Influencer, and author, about doing mystery shopping right to gain a competitive advantage. Topics include: How mystery shopping works, pitfalls to avoid, benefits, and best practices for mystery shopping in-person vs. virtually. You'll also hear customer experience leadership tips and ways to enhance employee productivity through BizShui™ Method Details @ DoingCXRight.com/podcasts

    • 31 min
    45. Winning On Purpose and Measurements of Success with Fred Reichheld

    45. Winning On Purpose and Measurements of Success with Fred Reichheld

    Thousands of companies around the world have adopted the Net Promoter System (NPS) since its conception two decades ago by my guest, Fred Reichheld. During this episode, Fred explains the newest thinking (NPS 3.0), and best practices for doing it right, as many practitioners achieve a fraction of the system's full potential. We also talk about "Winning On Purpose" and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits. You'll also hear about Earned Growth Rate (EGR): a complementary accounting measure leveraging the power of NPS, and more ways to measure business success. More info: DoingCXRight.com/podcasts

    • 32 min

Customer Reviews

5.0 out of 5
35 Ratings

35 Ratings

oliviabaker13 ,

Actionable and insightful!

Doing CX Right is one of the best podcasts for actionable CX strategies and insights from leaders in the field. Not to mention, Stacy consistently gives us a masterclass on what it means to be a fantastic interviewer. You’ll love tuning into these conversations!

Neal Schaffer ,

Want to learn about CX? Start here!

Customer experience is a broad subject that requires both expertise as well as a broad perspective. Thankfully Stacy is a true CX expert and she brings together experts from a wide variety of fields to dissect customer experience from a broad range of corporate disciplines. If you want to learn how to better leverage CX you are in the right place!

Celia Fleischaker ,

Great CX Insights

Customer Experience has never been more important to the long-term success of a company. Stacy’s podcast provides powerful insights into how companies should approach CX. Definitely worth listening if you are looking for practical ways to improve CX.

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