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...
S7 E164 · Mon, February 24, 2025
Is your brand truly delivering personalized experiences, or just offering customization? Many companies make this promise, but few do it right. In this episode of Doing CX Right, host Stacy Sherman and Ben Weiss, founder of an AI-powered footwear company, explore how AI-driven innovation is redefining customer experience, accelerating time to market, and strengthening brand loyalty. Discover how real-time feedback leads to better products and what it takes to balance personalization with scalability. Gain practical insights on AI’s role in product design—and how to apply these strategies for real business impact. Learn more:
S7 E163 · Mon, February 17, 2025
Are you losing customers without knowing why? Many businesses assume they understand their customers, yet retention rates tell a different story. In this episode of Doing CX Right, Stacy Sherman and Tzachi Ben-Sasson, reveal the real reasons customers leave—and how to prevent it. Learn why traditional CX metrics like NPS can be misleading, how to connect Voice of Customer (VoC) insights to revenue growth, and proven strategies that genuinely drive customer loyalty. Don’t wait until it’s too late—start focusing on what works to build stronger relationships and achieve lasting success the right way. Learn more at
S7 E162 · Mon, February 10, 2025
Can you raise prices without frustrating customers? Why do some companies strengthen their customer relationships after a price change while others drive people away? Stacy Sherman, professional speaker, author, and CX advisor, brings a real-world example of a business that got it right—one you might not expect. Learn what separates brands that maintain trust from those that lose it and how you can apply the same approach to your own business. Price increases are inevitable, but how you handle them defines the outcome. Learn more at .
Mon, February 03, 2025
Are you struggling to retain top talent while managing organizational change? In this episode of Doing CX Right, Stacy Sherman sits down with Lisa Kaplowitz to break down the "how" of effective change management that keeps your best people engaged and committed. They discuss actionable strategies that drive employee loyalty, mentorship programs that boost engagement, and measurable approaches to ensure sustainable success. Business leaders will learn practical tips to transform resistance into support while building stronger teams. Listen in to discover how successful organizations create environments where both change and talent thrive together. Learn more at
S7 E160 · Mon, January 27, 2025
Can your company thrive without adding headcount? One company increased revenue by $1M using AI strategically - while keeping service personal. In this episode, Stacy Sherman and Eric Skeens, CEO of Three Tree Tech, break down how to balance technology and human connection in customer experience. Learn why understanding your business processes must come before any tech implementation, how to identify the right moments for AI integration, and practical ways to protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at
S7 E159 · Mon, January 20, 2025
S7 E158 · Mon, January 13, 2025
Can your company survive in today's market without putting design at the core of your business strategy? How do successful brands consistently create products and experiences that customers love? In this powerful episode, Stacy Sherman and PepsiCo's Chief Design Officer, Mauro Porcini, reveal why treating customers as "people" rather than consumers transforms business outcomes. Learn how the revolutionary "15% rule" sparked billion-dollar innovations, why kindness drives productivity, and how to build design teams that deliver real results. Discover practical frameworks for balancing global brand consistency with local market needs, and get actionable strategies for using AI to enhance human creativity, not replace it. Learn more at .
S7 E157 · Mon, January 06, 2025
2024 is in the rearview mirror, but its lessons are your compass for 2025. Disengaged employees, siloed teams, and fleeting customer satisfaction held many businesses back last year, but they also revealed clear opportunities for growth. In this special Doing CX Right episode, Stacy Sherman revisits standout moments and key takeaways from last year’s top guests. Discover what worked, what didn’t, and how to implement strategies that inspire employees, foster collaboration, and strengthen customer relationships. Packed with actionable advice and practical insights, this recap will help you create a winning CX strategy for 2025. Learn more at Check out Stacy's new book: Transformative Journey Management" on .
S6 E156 · Mon, December 16, 2024
Are complex processes hindering your ability to deliver exceptional customer service? Stacy Sherman and Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-centric case study. Learn the critical importance of aligning solutions with actual customer needs and the necessity of validating assumptions directly with consumers to drive impactful results without burnout. Embrace effortlessness in leadership to foster relationships that yield significant returns. Learn more at
S6 E155 · Mon, December 02, 2024
What happens when leaders bring empathy and self-awareness into their daily work? How does emotional intelligence transform not just teams, but the customer experience itself? In this returning episode of Doing Customer Experience (CX) Right, Stacy Sherman revisits her conversation with Daniel Goleman to unpack the secret ingredient behind exceptional leadership. It’s not just about happier teams or better customer outcomes—it’s about building a culture that thrives. Discover how emotional intelligence creates meaningful connections, energizes workplaces, and drives real results. Practical, actionable, and eye-opening, this conversation is your roadmap to leading with intention. Visit for more insights.
S6 E154 · Mon, November 25, 2024
Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI. Learn more at
S6 E153 · Mon, November 18, 2024
How do you turn satisfied customers into loyal advocates who rave about your brand? In this episode, Stacy Sherman revisits her insightful conversation with Fred Reichheld, the creator of the Net Promoter System (NPS), to explore key takeaways and actionable strategies for building customer loyalty. Discover how to activate brand promoters, measure true growth with the concept of Earned Growth, and enrich lives through exceptional customer experiences. You'll gain practical tips that help business leaders transform loyalty from a metric into a purpose. Don’t miss this deep dive into proven methods for sustainable success. More at
S6 E152 · Mon, November 04, 2024
Reviving a top rated Doing CX Right episode as we've officially entered a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So, what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research, explain the intersection of CX and technology based on research and his book When Machines Become Customers: How Companies Can Compete in the Age of AI. Details:
S6 E151 · Mon, October 28, 2024
What if long-term revenue stability isn’t about chasing new customers but about deeply understanding and serving the ones you already have? In this episode, Stacy Sherman and Corey Quinn discuss a counterintuitive path to business growth: deep specialization. Discover why focusing on a precise customer can transform your bottom line, build loyalty, and create “revenue certainty” even in unpredictable markets. You’ll hear about the smart use of technology that amplifies, not replaces, the human touch—and why empowered employees are your best way for delivering exceptional customer experiences. Listen now to hear a proven method on growth without the guesswork. Details @
S6 E150 · Mon, October 14, 2024
What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. Discover more at
S6 E149 · Mon, October 07, 2024
Are your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-time feedback. These practices enhance customer experiences and drive loyalty, setting your brand apart. Learn how to foster a culture where everyone takes ownership of the customer experience, resulting in a brand customers and employees return to repeatedly. Embrace this mindset shift and witness transformative growth in your organization. More details:
S6 E148 · Wed, October 02, 2024
Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower leaders to build deeper connections, foster a customer-centric culture, and leverage AI the right way—all while inspiring a workforce that thrives. If you're ready to turn customer service challenges into opportunities for lasting growth, this episode is a must-listen. Learn more at
S6 E147 · Mon, September 23, 2024
What if your team didn’t just show up, but truly cared about every customer interaction? What if blame and excuses were replaced with ownership and pride? Stacy Sherman talks to author Robert J. Hunt about what it really takes to create a culture of accountability. It’s not just about responsibility—it’s about purpose, vision, and giving employees the freedom to act. Learn how to stop the blame game, inspire real ownership, and build a team that’s not just doing the job but committed to consistently delivering unforgettable customer experiences, time after time. Learn more at DoingCXRight. com
S6 E146 · Mon, September 16, 2024
Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human interactions. Learn how to tackle resistance to change, optimize feedback systems, and motivate employees for better customer service outcomes. Special thanks to our sponsor, Verint, who provides CX automation and strategies that significantly improve business results. Learn more at https://DoingCXRight.com
S6 E145 · Tue, September 10, 2024
Is the healthcare system truly designed with patients at the center? In this episode, host Stacy Sherman and Maya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and designing systems that prioritize patient needs. From leveraging behavioral science to responsibly using AI, this conversation is filled with actionable strategies for enhancing patient experience. Whether you're in healthcare or another industry, you'll gain valuable insights on how to improve accessibility and create customer-centered experiences that drive real impact. Learn more at
S6 E144 · Tue, September 03, 2024
Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team around exceptional customer service. Stacy offers practical, cost-effective tactics to transform these celebrations into lasting strategies that keep your employees engaged and your customers coming back. Listen now to start making real changes that drive results. Learn more at
S5 E143 · Mon, August 19, 2024
How can businesses effectively communicate and deliver real value? Join Stacy Sherman as she revisits her conversation with author Bob Burg. In this rerun from first 10 episodes, they dive into expert strategies for enhancing both customer and employee experiences, understanding the key differences between price and value, and building genuine connections that foster loyalty. Discover the power of influence in business relationships, the impact of authentic leadership, and the importance of leaders truly believing in their teams. Don’t miss this chance to revisit one of our most popular episodes! Listen now at
S5 E142 · Mon, August 12, 2024
What if the secret to exceptional customer experiences was hidden in a deck of cards? And what if Wall Street's playbook could transform the way you serve clients? Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. It's not about satisfaction—it's about creating moments that matter. Learn to interpret subtle signals your customers unknowingly provide. Discover how to build a team of 'Advantage Players' who don't just perform, but anticipate. Hear tactics to stay ahead in your market by design, not chance. Listen now + learn: DoingCXRight .com
S5 E141 · Mon, August 05, 2024
We're in a new era where AI is reshaping every customer interaction, transforming business models, and redefining customer experience. Companies harnessing AI now will forge unbreakable customer bonds, while those lagging behind risk obsolescence. What does this mean for your business? How can you turn AI from a buzzword into a CX superpower? Join Stacy Sherman and Jim Payne as they unpack the intersection of CX and AI. Discover actionable strategies to thrive in this AI-driven landscape and drive unprecedented growth. Episode sponsored by RingCentral - A leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions.
S5 E140 · Mon, July 29, 2024
Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building genuine client connections, debunking sales myths, and balancing automation with personal interactions. Discover how to facilitate the buying process, personalize customer interactions, and proactively generate leads. You'll learn where sales conversations often go wrong and how to align customer experiences before and after the sale. Learn more Doing CX Right.com
S5 E139 · Mon, July 22, 2024
Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success. Learn more: . Sponsored by Iqor.com - A managed services provider of customer engagement and tech-enabled business process outsourcing solutions
S5 E138 · Mon, July 15, 2024
Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal insights on overcoming barriers and maximizing potential, including powerful energy management techniques. Learn to break down silos, empower your team, and harness "customer love" to drive results. This transformative discussion provides actionable strategies to reshape your company culture, fueling exceptional customer experiences as your competitive advantage.
S5 E137 · Mon, July 08, 2024
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. More details at: .
S5 E136 · Mon, July 01, 2024
Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might make you rethink everything you thought you knew about building lasting connections. Discover why some of the most successful brands are blending digital strategies with physical touchpoints to create unbreakable customer bonds. Intrigued? Gain these transformative insights and more on this podcast episode. Learn more at .
S5 E135 · Mon, June 24, 2024
Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizational values, fostering inter-departmental collaboration, and ensuring everyone feels valued. Sharon shares transformative insights from her book, "Healing Healthcare," and provides actionable strategies for improving both employee and patient experiences. Gain new perspectives and practical advice on making every experience count and creating a better workplace culture. More at
S5 E134 · Mon, June 10, 2024
Are your customers feeling like just another face in the crowd? How can you transform their experience into a personalized, unforgettable journey? In this episode, Stacy Sherman and Harry Hynekamp, former VP of Guest Experience at Mercedes-Benz Stadium, unveil the winning plays used to create fanatical customer loyalty in the stadium. Discover how to apply these strategies to any business, from building a customer-centric culture to leveraging technology for personalized experiences. By the end of this podcast, you'll have the insights to elevate your customer service game, turn customers into lifelong champions, and leave your competition on the bench. More details:
S5 E133 · Mon, June 03, 2024
How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advocate Dan Goodman reveal strategies to foster an empowering workplace culture cultivating loyalty. Gain tactics for respectful terminations preventing detractors. Explore case studies on how leadership and corporate values influence customer experiences directly. Learn to create a win-win environment where engaged employees become brand ambassadors, driving positive referrals and shielding your reputation. Learn more at
S5 E132 · Mon, May 20, 2024
Are you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, creating a customer-centric culture, and focusing on retention over acquisition are critical. Understand the difference between leadership and management in enhancing customer experience and the value of community engagement. For practical insights and tactics to elevate your business, visit
S5 E131 · Tue, May 14, 2024
You likely know the importance of a customer-centric culture, but how do you effectively implement and gauge its success? Stacy Sherman and guest Sam Stern, Senior Manager of CX at LinkedIn, answer these questions and more, including why prioritizing customer needs enhances satisfaction, how Bright Spot Analysis can refine your CX efforts, and which KPIs are crucial for monitoring progress. Additionally, they examine the transformative role of leadership and the significance of psychological safety in managing change. Listen now to learn actionable steps and metrics that matter in elevating your customer experience for impactful results. More at
S5 E130 · Tue, May 07, 2024
Did you know that "Customer service is free" and that "authenticity is radically overrated"? You might be wondering, what do these provocative claims mean? Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin challenge traditional notions of customer experience. They break down why investing in your current customers could be more beneficial than the chase for new ones and how to harness the synergy between humans and AI in a technology-driven world. Packed with actionable insights, their conversation will inspire you to think differently and reassess the status quo. Learn more:
S5 E129 · Mon, April 29, 2024
Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn how to strengthen relationships and boost satisfaction, effectively turning one-time buyers into loyal fans. You'll hear practical strategies that help prevent churn and enhance customer service for scaleable growth. Learn more:
S128 E5 · Mon, April 22, 2024
What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while maintaining human connections. They share perspectives on recognizing individuals, transitioning from corporate to a customer-centric small business, and enhancing customer service through emerging tech without sacrificing personalization. Doing CX Right doesn't require a massive budget; it's about mastering the fundamentals for significant impact. Learn more: .
S5 E127 · Mon, April 15, 2024
Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional connections that turn customers into vocal advocates. Plus, learn how prioritizing your current customer base can accelerate revenue growth and enhance your competitive advantage. Don’t miss out—listen now to learn how to transform customer satisfaction into deep brand commitment. Details at:
S4 E126 · Mon, April 08, 2024
Did you know that a small increase of just 5% in customer satisfaction can significantly boost company revenue? Host Stacy Sherman teams up with customer experience pioneer Lior Arussy to share proven strategies for transforming unhappy clients (detractors) into referring brand advocates (promoters). They'll reveal the economic impact of customer sentiment and the role of personalized experiences leveraging Gen AI to drive business growth. Being customer-centric is no longer a choice, it's a necessity for any successful business. Learn how to shift your NPS from a mere score into a robust strategy that aligns your organization for success. More at .
S4 E125 · Mon, April 01, 2024
Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you understand what it means and the damaging effects across the customer journey? Join host Stacy Sherman and her guest, Speaker Hall of Famer Laurie Guest, as you learn Laurie's game-changing "10 Cent Decision" principle and tactics for small yet impactful changes that lead to big gains. Get actionable insights to reignite passion, combat complacency, and create remarkable customer conversations that foster loyalty and new business. Uncover motivational strategies to energize your teams and make your brand an unforgettable experience worth sharing. Learn more at
S4 E124 · Mon, March 25, 2024
Do cultural gaps undermine your customer service and business relationships? Listen to this revealing discussion on Doing CX Right with Stacy Sherman and Professor Andy Molinsky. Gain insights into enhancing cultural intelligence to bridge communication divides, avoid missteps, and make meaningful connections with diverse customers. You’ll understand the synergy between cultural and emotional intelligence (EQ) and how to leverage both to get meaningful feedback while considering cultural nuances. This show equips you with actionable strategies to improve customer experiences and strengthen business collaborations globally. For more cross-cultural customer service tips, visit
S4 E123 · Mon, March 18, 2024
Are hidden fees eroding your customers' trust? Stacy Sherman teams up with Jeremy Hyde, Director of Customer Service at Sun Country Airlines, to tackle the broader implications of pricing strategies on consumer trust and loyalty, that impact all industries. They explore the role of a la carte pricing in making services more accessible and underscore the necessity of clear customer expectations. You'll learn about effectively balancing quality and efficiency, the criticality of investing in your team for superior CX, and ideal ways of measuring customer service success. Gain more actionable insights at: .
S4 E122 · Mon, March 11, 2024
Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and genuine care. Discover how to leverage revenue-boosting omnichannel approaches rooted in meaningful human connections. Learn about leadership strategies for curating personalized interactions and prioritizing the human elements of CX. This podcast is a must for business leaders aiming to differentiate their brand and excel in customer service, offering actionable insights and tips. Learn more at .
S4 E121 · Mon, March 04, 2024
Are digital tools impacting your ability to deliver exceptional customer service? How can technology support, not hinder genuine customer connections? Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and customer service expert guest Thom Singer. They discuss key strategies for enhancing customer relationships beyond the screen, the significance of in-person interactions, and the power of really listening to customer feedback. The conversation also tackles the importance of community within brands and teams and how it contributes to customer retention and satisfaction. For more tactics in building trust and genuine connections, visit DoingCXRight.com
S4 E120 · Mon, February 26, 2024
Are complex processes hindering your ability to deliver exceptional customer service? In this week's episode, host Stacy Sherman and author Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity through the lens of Amazon's customer-centric case study. Learn the critical importance of aligning solutions with actual customer needs and the necessity of validating assumptions directly with consumers to drive impactful results without burnout. Embrace effortlessness in leadership to foster relationships that yield significant returns. Learn more at
S4 E119 · Mon, February 19, 2024
Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture? Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit .
S4 E118 · Tue, February 13, 2024
How can business harness AI to improve customer experience without losing personalization? What strategies can lead to breakthroughs in understanding and serving customers better? Get the answers on , as Stacy Sherman and Alex Genov from Zappos discuss the transformative impact of AI on customer relations. They dissect the power of AI in enhancing personalization, analyzing feedback, and offering predictive insights that propels customer service to new heights. Explore actionable ways to employ AI while maintaining a focus on customer trust and loyalty. Episode sponsored by Iqor.com - A managed services provider of customer engagement and technology-enabled business process outsourcing solutions.
S4 E117 · Mon, February 05, 2024
Are you leveraging every opportunity to delight your customers and staff by asking the right questions? This episode of 'Doing CX Right' with Stacy Sherman and guest expert Marty Grunder, CEO and "Entrepreneur Of The Year," dives into actionable strategies leaders can implement to enhance customer and employee experiences. You'll hear new insights on the Net Promoter Score, the power of roleplaying, and the critical nature of internal customer service. You'll also better understand the importance of relatability and emotional intelligence to lead by example and turn customer service from satisfactory to exceptional. Learn more at
S4 E116 · Mon, January 29, 2024
Are toxic employees driving your customers away? Are you struggling with high employee turnover and poor customer satisfaction? Learn powerful strategies from brand experts Stacy Sherman and Bryan Adams about intentionally design candidate and customer experiences that attract talent, reduce attrition, and drive growth through a "Give and Get" philosophy. You’ll hear how brands like Amazon and Vans apply radical candor and compassionate accountability to develop high-performing teams known for enriching people’s lives. Learn more at
S4 E115 · Mon, January 22, 2024
Feeling the disconnect in your customer journeys across various channels? Unsure if your team is maximizing AI's full potential? Join host Stacy Sherman and expert Sean Albertson as they unravel the complexities of data and technology barriers. They'll guide you through the effectiveness of enhancing existing channels over adding new ones and reveal the collaborative power of 'box teams.' The episode also underscores the importance of investing equally in employee experience to fuel great client experiences. Loaded with actionable insights, it's an essential listen for leaders eager to elevate their brand and craft a remarkable customer experience. Learn more:
S4 E114 · Tue, January 16, 2024
How does the concept of "Fanocracy" redefine the way businesses approach their customer engagement strategies? Stacy Sherman and David Meerman Scott dive deep into “Fanocracy” - turning fans into customers and customers into vocal fans. They explore why tapping into passionate communities is crucial for today’s businesses in the digital age. And, explain the science behind our innate desire to be part of something bigger and how companies can ethically tap into this dynamic. Whether your business deals in products or services, you’ll gain strategies to cultivate authentic superfans eager to champion your brand. More at
S3 E113 · Mon, January 08, 2024
Want to stand out as a category of one in your industry? Curious about the keys to business differentiation? Stacy Sherman and expert Joe Calloway explain how to transcend commodity status and gain insights from leading brands around the world. You'll discover strategies to identify and cater to specific customer needs, the significance of consistent, exceptional customer experiences, and the importance of an engaged team. The episode highlights effective leadership practices focused on transparency, communication, and team investment, essential for business leaders aiming to elevate their brand and maintain customer loyalty in a competitive market. Details at
S3 E112 · Mon, December 18, 2023
Are you struggling to create lasting emotional connections with customers? Learn the key differences between customer service and customer experience from leading experts Stacy Sherman and featured guest, Lisa Ford. You'll hear practical strategies to drive loyalty by truly understanding your customers, showing you value them, and creating seamless, personalized journeys. By the end of the episode, you'll be equipped with proven strategies on leadership, processes, and technology investments essential for transitioning from basic service to delivering memorable end-to-end experiences. These insights will empower you to enhance customer engagement, significantly boost retention, and propel your brand's growth. Details at
S3 E111 · Wed, December 13, 2023
What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made a difference. You'll discover how to reinvent, build relationships, and add value without spending more. And, some of the best advice about leadership, customer experience, and succeeding in the age of AI. Details at
S3 E110 · Mon, December 04, 2023
Feeling overwhelmed trying to deliver excellent customer experiences? Struggling with unhappy customers and negative feedback? Stacy Sherman and Sylvie Di Giusto tackle these challenges head-on. They discuss practical strategies for forging strong emotional connections and making impactful first impressions. Learn about understanding customer emotions and biases and how the ABCDE model can enhance every interaction. This show also offers insights on active listening to utilize customer feedback effectively, and draws intriguing parallels between leadership and parenting in the realm of customer experience. Take notes, as there are a lot of gems shared. More info:
S3 E109 · Mon, November 27, 2023
Are you aiming to make your business ridiculously easy for customers to interact with? What are the essential steps to reach this pinnacle of customer-centric success? In this episode, Stacy Sherman joins forces with David Avrin, renowned expert in customer experience, to dive into pivotal questions. They explore the nuances of simplifying your business processes and designing an intuitive and seamless customer journey. You’ll hear strategies and necessary mindset shifts to elevate your brand, making it not just an option but preferred choice for your customers–a brand that customers love and keep coming back to, time and time again!
S3 E108 · Mon, November 20, 2023
What does it really take to do customer experience right in your organization? How can you get leadership buy-in and prove ROI? Host Stacy Sherman poses these questions to international customer experience leader Gregorio Uglioni, drawing on his in-the-trenches experience across healthcare and banking sectors. You'll hear simple yet powerful ways to build empathy, break silos, and drive measurable CX impact starting small, along with practical tips to “pull people in” through motivation vs. pushing. Take notes, as there are a lot of gems and lessons that you will benefit from in this episode. Learn more at
S3 E107 · Mon, November 13, 2023
Want to digitally transform customer experiences like leading companies? Listen as Stacy Sherman interviews Andrew Carothers on how Cisco evolved from hardware to subscription services. Learn how Cisco aligned CX to recurring revenue models post-pandemic through: Adopting a digital-first approach Removing data silos between teams Implementing AI for faster service Tracking revenue-driving metrics Hear first-hand customer service strategies to scale elevated, personalized engagement. Discover why customer experience is still maturing and how to advance on the journey. Gain leadership insights like "clarity is kindness" that boost customer focus. This episode provides clear frameworks to future-proof your CX. More at
S3 E106 · Tue, November 07, 2023
Customer empathy is imperative. Many companies struggle to deeply understand users' needs. The good news is that technologies, like User Testing, are transforming how brands gain insights. Companies leveraging tools to gather customer perspectives can quickly provide superior customer service and capture market share. So, what does this mean for your business? How can you tap into user testing to understand prospects' and customers' expectations to inform strategic decisions? Listen as customer experience expert Stacy Sherman & UserTesting CEO Andy MacMillan unpack the power of validating concepts with target users early and proven ways to make customer empathy your competitive advantage. Details:
S3 E105 · Mon, October 30, 2023
Generative AI is transforming customer experiences, but many leaders don't know how to apply it. So, how can you harness generative AI to boost CX? In this episode, Stacy Sherman interviews Conor Grennan, Dean of MBA students at NYU Stern School of Business, to discuss practical strategies for implementing generative AI in customer service training, education, and simulated models. They share insights on the importance of authenticity in customer interactions and the need for human connection in an increasingly automated world. Listen now to learn how generative AI can enhance your customer experience and actionable tactics to drive business success. Details:
S3 E104 · Mon, October 23, 2023
We're entering a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So what does this mean for your business? What are the risks and opportunities, and what practical steps can you take to win in the age of machine customers? Listen to Stacy Sherman and Don Scheibenreif, analyst at Gartner Research explain the intersection of CX and technology based on research and his book: When Machines Become Customers: How Companies Can Compete in the Age of AI.
S3 E103 · Mon, October 09, 2023
How can you intentionally design impactful, immersive customer experiences amid constant digital change? Stacy Sherman and Joe Wheeler share proven strategies based on analysis of real case studies, from successes like Nike to failures of other brands. You'll also hear the latest techniques to blend human connections and digital innovation based on research, not hype. By the end of this episode, you'll be ready to equip your organization with actionable CX lessons that drive customer loyalty and long-term growth. Learn more at
S3 E102 · Mon, September 25, 2023
Are you facing roadblocks in your business, struggling to connect with your customers and adapt to corporate structures? Have you ever considered that empathy could be your solution? Join our podcast host, Stacy Sherman and guest, Natalie Petouhoff, as they embark on a journey into the world of empathy in business. You'll hear how top-performing companies are using empathy to overcome these common challenges. And, discover practical insights and strategies to break free from corporate constraints and authentically value customers and employees. The insights shared are based on research and real-life case studies, providing actionable takeaways to enhance your business success now and into the future. More at
S3 E101 · Mon, September 18, 2023
Are you struggling to deliver personalized customer experiences without infringing on customer data privacy? It's a common challenge, yet there are tangible solutions, as you'll hear Stacy Sherman and Greg Kihlström discuss how to navigate this complex landscape. In this episode, you'll gain actionable strategies from Greg's renowned book, "House of the Customer," which focuses on building a business that values data privacy without sacrificing quality customer service. Tune in to transform your brand into a trusted and respected leader in the industry. Details at:
S2 E100 · Mon, August 28, 2023
It's a special role reversal for the 100th episode of "Doing CX Right." Customer service legend Shep Hyken interviews show host Stacy Sherman as they celebrate her podcast journey. You'll hear: What initially inspired her to start podcasting Evolving goals & plans for continuing her show Advice for getting over fear & hitting record Wise words from Stacy's mother that pushed her forward Fun hidden talent Stacy gained as a child Customer Experience Topics i.e. Is CX The New Marketing? Tips for starting your own podcast What Stacy wishes she could tell her younger self Don't miss their entertaining conversations
S2 E99 · Mon, August 21, 2023
Do you know about the new trend called impact sourcing? Stacy Sherman and Rita Soni discuss how hiring people from diverse, overlooked communities transforms customer loyalty. Agents connect more authentically with customers, building empathy and trust. This loyalty ripples across the business too. Originally used for contact centers, impact sourcing has spread much further. Learn why top companies are embracing it and how to implement it step-by-step. Details at
S2 E98 · Mon, August 14, 2023
How does our brain's design shape our customer interactions? And could it be the secret weapon for unparalleled customer service? Join Stacy Sherman and Alain Hunkins as they shed light on these intriguing questions. Navigate the ups and downs of evolving from a top performer to a game-changing leader, grasp the essence of every customer chat, and tap into the magic of genuine connection. With actionable tips on growth, feedback mastery, and forging impactful bonds, this episode is a must-listen for those eager to redefine leadership and supercharge customer rapport as a competitive advantage. Learn more at
S2 E97 · Mon, August 07, 2023
Ever wonder what lies beyond the current wave of digital transformation? Doing CX Right host Stacy Sherman and tech guru Antonio Grasso explore this very future. During this show, you'll hear Grasso's tech journey, delve into the heart of Digital Transformation, and present a blueprint for businesses to flourish in a post-digital world. They paint a vision where enriched human experiences, from customer to employee, seamlessly blend with the realm of robots and emerging technology. Immerse yourself in this enlightening discussion that will help your business thrive now and into the future with customer experience at the forefront. More info at DoingCXRight.com/podcasts
S2 E96 · Mon, July 31, 2023
Imagine having a thriving organization where your employees are as satisfied as your customers - sounds perfect, doesn't it? In this episode, Doing CX Right host Stacy Sherman and Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce discuss the secret formula of high-performing organizations and the employee-customer experience balance. You'll learn about the "Experience Mindset," the role of tech in customer experience, the unintended consquences of employee experience and advice to professionals who are starting to build and advancing their leadership skills. Learn more about gaining a competitive edge through an experience mindset at
S2 E95 · Mon, July 24, 2023
Have you heard of Copilot artificial intel? It's the innovative new AI assistant from Microsoft that's changing the way we work and communicate. It’s freeing up time for people to do more critical tasks, including building customer relationships and removing friction. Are you wondering how CoPilot is different or similar to Chat GPT? What AI use cases would you want to know about and plan for to gain a competitive advantage? Listen to answers to these questions and hear about exciting new AI developments from Stacy Sherman and featured guest Frank X Shaw, Chief Communication Officer at Microsoft. More details at
S2 E94 · Thu, July 20, 2023
Ever wonder why some businesses effortlessly deliver extraordinary customer experiences while others struggle? Host Stacy Sherman and guest Victoria Pelletier, the "turnaround queen," unveil the secrets behind exceptional companies. You'll hear practical ways to refocus your team on what truly matters to customers, employees, and shareholders. Learn how to eliminate excuses and engage your invaluable call center agents. Explore the profound impact of diversity, equity, and inclusion on customer experience, along with future predictions for breaking barriers and creating value. Don't miss this empowering episode that advances your understanding of CX and equips you with strategies for personal and business growth. Details at
S2 E93 · Mon, July 03, 2023
How can open communication and respect revolutionize your business? What if the key to reinventing the future is creating what doesn't exist? Stacy Sherman, host of DoingCXRight, interviews Cindy Gallop, the "Michael Bay of Business" known for "Blowing Sh*t Up* to answer these questions. Gallop's perspective encourages leaders to foster valued employees and enhance customer experience through a culture of respect, physical and psychological safety, and open communication. Listen now to learn how to drive innovation, and apply disruptive CX strategies to create the next unicorn that customers and employees love and tell others about. More details at:
S2 E92 · Sun, June 25, 2023
Do you want to improve your CX leadership skills and create a calm work environment? Host Stacy Sherman interviews Jacqui Brassey, author of "Deliberate Calm" and practitioner from McKinsey Health, to share valuable research about the importance of employee well-being, psychological safety in the workplace, and the link between employee engagement and business performance. They discuss the dual awareness approach, emotion regulation techniques for customer service, and the adaptability paradox. You'll also gain insights into the importance of self-compassion in leadership and how to get executive buy-in for investing in employee well-being to create a positive work culture that attracts and retains talent. More at
S2 E91 · Sat, June 17, 2023
Are you struggling with creating a customer-centric culture or measuring service effectiveness? This episode with customer service culture experts Stacy Sherman and featured guest, Ron Kauffman, share actionable strategies to break siloed thinking in teams, measure service performance the right way, and harness the power of 'Perception Points' for brand differentiation. Plus, you'll learn from a real-life case study of a toxic culture makeover that you can apply to your business and supercharge your customer service standards as a competitive advantage. More details at
S2 E90 · Sun, June 11, 2023
How do top customer-centric brands gain and sustain a loyal following? What are they doing differently that you can replicate at your company? If you want answers to these questions, don't miss this episode of the "Doing CX Right" podcast. Host Stacy Sherman interviews author and solopreneur Dennis Geelen about his "Zero In" formula to grow a customer-centric brand that people love and crave. They discuss practical steps for improving customer experiences in innovative ways based on research and case studies that will help you take your business to the next level. Details at:
S2 E89 · Sat, June 03, 2023
In the highly competitive business world, delivering exceptional customer experiences is critical. To help business leaders differentiate their brands, Stacy Sherman invites Kate Bradley Chernis, founder of Lately AI, to share insights on how artificial intelligence (AI) can complement human collaboration to exceed customer expectations. They dispel fears and misconceptions about AI, emphasizing that it cannot replace the human element of emotional intelligence. Kate also shares lessons learned from raising $3.4 million in funding for her AI platform and key lessons about business, leadership, and how to embrace AI and emerging technologies to boost results and brand loyalty. More details at
S2 E88 · Sun, May 21, 2023
Stacy Sherman and Dr. Joerg Storm, Digital Transformation Leader, discuss the power of digitalization on customer experiences. You'll hear the proven success strategies for setting clear goals, making informed technology investments, and truly understanding customer needs to enhance experiences. They dive deep into emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, and provide real-world examples of how these innovations shape the customer experience landscape. Take notes as you'll learn a lot to advance your understanding of CX and its future possibilities. Details at
S2 E87 · Sun, May 14, 2023
Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world's most enduring employee-focused organizations. You'll gain insights to foster a work environment that attracts and retains top talent. Likewise, you'll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes. More Details at
S2 E86 · Sun, May 07, 2023
Are you a business leader seeking better ways to retain customers fueled by trusted employees? Are you struggling to create a culture of trust in your business? Host Stacy Sherman and Joe Folkman, a leadership expert, explain how to achieve goals based on three pillars of the "Trust Trifecta." You'll hear helpful insights on cultivating strong relationships and repairing trust when it's been broken. Without trust, there's no way to build strong teams, meaningful communications, positive work environments, and healthy relationships. So, take notes and apply the many proven tactics to improve your trust-building skills for better outcomes in business and life. More at
S2 E85 · Fri, April 28, 2023
Digital transformation is affecting how we provide customer experiences in new ways. You may be wondering about how we co-exist with AI robots. Will there be more collaboration between the two in the future or competition? Will emerging technology lead to job displacement and/or new job opportunities?What is the future of work, or is the future now as we’re already using wearable devices, blockchain, Chat GPT, and more? Marcell Vollmer, a digital transformation executive who has worked at Boston Consultant Group and SAP, and I share about how to thrive and succeed in a rapidly changing world. More:
S2 E84 · Sun, April 23, 2023
Are you struggling to create loyal brand customer advocates? Seeking ways to turn your customers into raving fans? This episode will inform you exactly what to do. Customer experience expert, Stacy Sherman sits down with Brittany Hodak, award-winning entrepreneur, and author, to discuss the five essential elements of creating superfans. Drawing on her experience working with big brands like Walmart and Disney, as well as performers like Katy Perry and Dolly Parton, Brittany shares valuable insights and key lessons from her background in the entertainment industry that will help you get customers to buy again and continuously recommend your brand too. Details:
S2 E83 · Sun, April 16, 2023
If you are looking for proven strategies to start an innovative business, grow and disrupt any industry, then this episode is for you. Host Stacy Sherman speaks to entrepreneur Zach Picon, co-owner of Crewfair, who is redefining the travel industry with customer experience at the forefront. Zach and his partners figured out a way to gain a competitive advantage, starting with discovering buyer needs and solving real gaps in the marketplace. Their success also comes from hiring the right customer-centric people, scaling in a methodical way, and personalizing experiences that you can do too. Details at
S2 E82 · Sun, April 09, 2023
Are you struggling to build a successful, sustainable business that truly puts the customer first? Do you want to transform your business culture & deliver exceptional customer service experiences as a brand differentiator in today's competitive market? If yes, then you'll learn a lot from this episode. Stacy Sherman sits down with entrepreneur Marcus Kohnlein, who has built multiple successful customer-centric businesses from scratch. Marcus shares his insights and lessons, providing practical strategies to help you start or reinvent your company. Plus, useful customer experience tactics that apply to side hustles too. More details at:
S2 E81 · Sat, April 01, 2023
What is generative artificial intelligence, or AI for short? How can we leverage AI in business to enhance customer experiences and service agents to be more efficient while maintaining empathetic human interactions? Stacy Sherman and Even Kirstel, an expert analyst in disruptive technologies w/ 550K followers, answer these questions and much more to help you achieve business success as technology is changing our experiences rapidly. It's important to get educated and apply the latest technology developments to stay competitive. Yet without losing the HUMAN HEART in business. You’ll learn how to merge it all from his episode. More details:
S2 E80 · Sun, March 26, 2023
In a world where people are experiencing disruptions, some forced and others by choice, a common question is, what's next? Stacy Sherman sits down with bestselling author and Wallstreet Journalist Joanne Lipman to discuss the topic of reinvention and transformation with concrete steps for business and personal growth. You'll hear insights and actionable tips from research and case studies to know when it's the right time for a change. Leaders will learn how to support employees so that they gain more fulfillment, which ultimately fuels better customer experiences. More at
S2 E79 · Sun, March 19, 2023
Do your work teams seem disengaged? Are you looking for simple impactful ways to enhance your company culture? Stacy Sherman and guest Tia Graham, an expert on positive psychology, discuss eight steps for creating a workplace of happy leadership that elevates employee engagement and drives bottom-line results. You'll hear fascinating research and learn how investing in relationships can lead to greater success than focusing on completing tasks. We want you to take control of your own happiness and become a change agent for positive leadership, as your colleagues and customers will see and feel it. More info:
S2 E78 · Sun, March 12, 2023
Your voice matters! Whether you're a new employee trying to make a good impression or a seasoned professional looking to make a difference, having a confident voice is essential to getting what you want for ongoing success. For many people, speaking up is intimidating. You might worry about being judged or feel you have nothing valuable to contribute. Yet, you have something to offer, and your perspective and experiences are valuable to customers, colleagues, and the organization. Listen to Stacy Sherman's interview with Cynthia James, International Coach, who shares details from her book and how to use your voice as a tool of engagement. Details at
S2 E77 · Sun, March 05, 2023
Stacy Sherman and featured guest Brian Solis, VP of Global Innovation at Salesforce and a best-selling author and futurist, provide valuable insights into leveraging AI and related technology without losing the human element. They discuss the importance of customer-centric approaches to CX and emerging trends in the world of work. Additionally, you'll hear about Brian's latest book, Life Scale, which offers practical guidance for navigating life in a tech-driven world. Tune in now to gain actionable tips and expert insights into the future of technology and innovation and how to gain a competitive business advantage right now. More at
S2 E76 · Sat, February 25, 2023
What makes shows like Saturday Night Live and Late Night with Seth Meyers have consistently loyal fans week after week? What can show business teach corporate leaders and entrepreneurs about gaining and keeping long-term customers? Stacy Sherman interviews Wally Feresten, who has worked at these shows for a long time. You'll hear fascinating stories and important lessons from behind the scenes. They dive deep into the power of company culture, the importance of owning what’s yours, and leading through controlled chaos. Includes embracing technology to be innovative while maintaining human-centric methods to prevent bad experiences when working under strict deadlines. More info:
S2 E75 · Sun, February 19, 2023
Want to know how to create addictive products that keep customers coming back for more? Listen to this episode as Stacy Sherman interviews Nir Eyal, a behavioral design expert. They discuss his revolutionary Hook Model, revealing ways businesses can tap into human emotions to influence buyer behavior and make customers loyal to their brand. Plus the impacts of artificial intelligence (AI) on the model and staying ethical while using it. You'll also hear Nir's personal stories about growing up as an obese child, fighting against negative triggers and turning addictions into healthy habits. Take notes as there are many actionable tips to improve experiences for yourself and others.
S2 E74 · Sun, February 12, 2023
How is technology changing the customer service industry and what does the future hold for traditional contact centers? Listen to Stacy Sherman and guest Peter Ryan, leading experts on customer experience, as they explore the latest developments in emerging delivery models, such as nearshore and offshore locations, remote work, and gig CX. In this episode, they share real-life examples of companies doing customer service right and lessons from those that are falling short. Take notes and you going to gain valuable insights into workforce trends and actionable tips for success in 2023 and beyond. Learn more at
S2 E73 · Sun, February 05, 2023
What is the role of Marketing in the digital world? How does it relate to customer experience (CX) and creating real brand loyalty? Stacy Sherman interviews Jackie Yeaney, 6x CMO, to bring you answers to these questions and more as Marketing is no longer just about campaigns. It's about telling stories, building brands, and creating intentional journeys for customers. Additional topics include the connection between Marketing and CX and whether one can be considered the new version of the other. Also, the ideal organizational design and future trends that brand leaders must plan for to succeed in a high-tech competitive landscape. Learn more a
S2 E72 · Sun, January 29, 2023
What goal-setting methodology do you use to establish clear, measurable objectives and track progress toward achieving them? Many customer-centric brands leverage OKRs and Agile processes to improve revenue, profitability, and customer loyalty. You may be wondering, what is an OKR? Why is there so much hype about Agile frameworks? Customer experience expert Stacy Sherman interviews Anthony Coppedge, IBM's Global Digital Sales leader, to help you learn proven tactics to deliver more value in simple ways, which include "stopping the stupid" and eliminating unnecessary work to focus on high-impact tasks. You will look at your business in a whole new way by the end of this episode and become a better leader too. More details at
S2 E71 · Sat, January 21, 2023
Regret is an intense human emotion that can be experienced when we have made a mistake or missed an opportunity. Regret often brings feelings of guilt, remorse, or shame. While regret can be unpleasant, it can also serve as a powerful motivator for change and improvement in and out of the work environment. In this episode of Doing CX Right, Stacy Sherman and Daniel H. Pink, the author of five New York Times bestsellers, explain the value of regret and how looking backward moves us forward. What you'll learn about the power of regret: The role that the emotion plays in the business world. How to manage and channel regret to show up for the team and customers in the best way possible. Effective leadership techniques and examples. The future of work and how humans can co-exist with AI robots and disruptive technologies. Personal stories that inspired Daniel to write his book and lessons along life's journey. Details at DoingCXRight.com/podcasts
S2 E70 · Sun, January 15, 2023
Workplace flexibility is no longer a nice benefit. It’s an expectation employees have when choosing a company to work for, stay with, and recommend. But what does flexibility really mean? Traditionally people refer to flexibility as WHERE they work, yet it's also about WHEN too. Stacy Sherman and Brian Elliott, Author, SVP at Slack, and Executive Leader of Future Forum, explain the value of “scheduled flexibility” as a brand differentiator. You'll hear tactics to overcome naysayers who don’t support flex work, and ways to retain a customer-centric distributed workforce. While the focus is the future of work, topics also dig deep into lessons from the pandemic as we must "never waste a crisis." Learn more at
S2 E69 · Sun, January 08, 2023
Stacy Sherman and Mark Schaefer, author of multiple best-selling books, discuss the revolutionary power of CX (customer experience), social media, and influence marketing. We're on the cusp of a revolution and can achieve breakthrough results by doing these right. Show topics include: Definition of influencer marketing Role of technology in influencer marketing The ROI- Return on Influence Social media impacts and the current state of Twitter. "Is it stuck? Can it be saved?" Ways to reach "superconnectors" who ignite brand experiences ....and become a credible influencer yourself Why community is a vastly overlooked opportunity for organizations & simple ways to leverage it
S2 E68 · Sun, January 01, 2023
Do you make dangerous assumptions and fall into the trap of thinking you know exactly what customers want, only to discover that your solutions are not resonating? Are people not buying or recommending enough? You can avoid this situation by applying user experience (UX) and customer experience (CX) best practices, which are not the same. In this episode, you'll hear Stacy Sherman and Zach Pousman, the founder of Helpfully, discuss tactics to decode customer behaviors and create what people truly need and why. Details at
S1 E67 · Sun, December 04, 2022
We all face stressful situations. Some put out fires literally, like David Hollenbach who spent 23 years in public safety, while others do so figuratively in the workplace. David shares fireproof strategies to thrive through disruption, overcome limiting beliefs, create a plan for the future, and leave an intentional legacy. You'll hear personal stories and captivating case studies to help you be an effective leader and communicator to improve experiences for employees, customers, citizens ~ all humans. Learn more at DoingCXRight.com/podcasts
S1 E66 · Sun, November 27, 2022
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. More details at DoingCXRight.com
S1 E65 · Sun, November 20, 2022
When was the last time you contacted customer service for help with a product or service? How did the conversation go? Was the agent empathetic and helpful, or did you get transferred around with no resolution? Stacy Sherman interviews Sean Hawkins, a seasoned leader with proven customer experience and contact center management expertise, to discuss what great CX looks like and how to intentionally empower agents to deliver customer excellence. There is no reason to ever have a bad customer experience, and it's in your control to mitigate the challenges. Listen, learn and pay it forward. Learn more @ DoingCXRight.com
S1 E64 · Fri, November 11, 2022
What are your company values and beliefs? Is having fun intentional or an afterthought? How does having fun link to better customer experiences and brand loyalty? Stacy Sherman and customer-centric business leader, Rick Bonds, answer these questions and more. You'll hear valuable examples that you can do to improve your workplace culture, employee engagement, and customer experiences. Small actions, like having fun in the workplace, yield big results. Learn more at
S1 E63 · Sat, November 05, 2022
How customer service agents speak and write to customers can make or break a brand’s reputation. When communication goes wrong, people stop buying from brands, write unpleasant reviews and give bad survey ratings. Stacy Sherman brings you Leslie O'Flahavan, LinkedIn instructor and owner of eWrite, to help you understand what great communication looks like. And, what NOT to say that probably never crossed your mind, yet has significant impacts on customer experiences. You’ll also hear actionable tips about effective leadership and ways Gen Z and Gen X can collaborate better despite different communication styles for better results. More details at DoingCXRight.com/podcasts
S1 E62 · Sun, October 30, 2022
How do you become an unforgettable brand that customers continue to buy from and rave about to others? What are ways to lead and unite your organization that would "Make Mom Proud?" Author Jeanne Bliss and Stacy Sherman discuss these topics, including the value of goal mapping versus journey mapping, workforce trends, and earning the right to customer driven-growth. Details at DoingCXRight.com/podcasts
S1 E61 · Sun, October 23, 2022
How hard is it to become your customer? What can we learn from brands that consistently achieve customer loyalty as well as employee advocacy too? Stacy Sherman interviews Joseph Michelli, Ph.D., a certified customer experience professional and author of ten business books about companies he has worked with including Airbnb, Starbucks, Zappos, Mercedes-Benz, The Ritz-Carlton Hotel and others. Stacy and Joseph shares actionable CX leadership tips that you apply to your business based on the secret sauce that other reputable brands are doing right. More details at DoingCXRight.com/podcast
S1 E60 · Mon, October 17, 2022
Are you putting the customers at the center of your business? Would your clients say yes, if asked? Stacy Sherman and Kerry Bodine discuss how to put the customer first and gain financial benefits by applying "Outside-In" tactics and doing journey mapping the right way. You’ll gain valuable advice whether brand new to journey mapping and the customer experience field or advanced in your practice and want to amp up your skills. This episode will help you make a noticeable business impact. Details at: DoingCXRight.com/podcast
S1 E59 · Sun, October 09, 2022
What can the highest-performing basketball players teach us about delivering exceptional customer experiences? What are leadership strategies that elite athletes use to perform at world-class levels that you can do too? Stacy Sherman and featured guest, Alan Stein, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, answer these questions. Plus, you'll learn how to create unparalleled organizational performance, cohesion, and accountability with earned trust at the forefront. Without a doubt, after listening to this episode, you'll shift your mindset and actions that raise your game to new levels. Learn more at www.DoingCXRight.com/podcasts
S1 E58 · Sun, October 02, 2022
How often do you get a personalized handwritten letter in the mail? When received, how does it make you feel? Bet you remember it and may even look at the message longer than a quick text or email buried in your inbox. Stacy Sherman and David Wachs, a serial entrepreneur discuss the lost art of letter writing and a scalable solution that's changing how people interact and connect while also increasing appreciation and gratitude on a massive scale for long-term business success. Listen to the Doing CX Right podcast now. Learn and pay it forward. More details: DoingCXRight.com/podcast
S1 E57 · Sun, September 25, 2022
What does Experience Management (XM) mean? How is it changing, and what can leaders do to "boost inertia" to radically improve customer service, employee empowerment, and all human experiences at scale? Listen to Stacy Sherman and Bruce Temkin, Head of Qualtrics XM Institute, answer these questions and discuss six key laws of experience management to maximize results. You'll hear actionable tips to be a change agent and not only survive but actually thrive during uncertain times. Learn more at DoingCXRight.com/podcast
S1 E56 · Sun, September 18, 2022
Being frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And what are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most reputable brands? Stacy Sherman and Bill Price, author of The Best Service is no service, Your Customer Rules!, and The Frictionless Organization, answer these questions and share key principles to improve experiences for everyone who interacts with your brand. In fact, customer loyalty depends on it. Details at DoingCXRight.com/podcast
S1 E55 · Mon, September 12, 2022
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 uses 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. Stacy Sherman and Annette Franz share actionable tips about what it takes to ensure your company adopts a culture that's "Built to Win." Win for the customer, win for the business. More details at www.DoingCXRight.com/podcasts
S1 E54 · Sun, September 04, 2022
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. Key tactics: LISTEN to customers’ values and feedback. THINK about 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. More info:
S1 E53 · Fri, August 26, 2022
In this episode of Doing CX Right, we unpack actionable strategies for both business leaders and employees to drive retention and job fulfillment through pay equity. Learn from Catherine Sugarbroad’s powerful journey of negotiating her worth, leading to a 70% salary increase over two roles. For business leaders, discover how fostering pay equity enhances employee engagement, retention, and customer satisfaction. For employees, get insights on how to confidently advocate for fair compensation and job fulfillment. If you’re focused on building a fair workplace or advancing your career, this episode offers practical tips you can implement immediately. Details:
S1 E52 · Sun, August 21, 2022
Your surest path to lasting business growth is by getting a handle on customer risk BEFORE it’s too late. There is a series of steps to reduce churn and prevent bad customer reviews, which entails leveraging operational data and aligning teams around what really matters to customers. Listen to Stacy Sherman and Richard Owen, Founder, and CEO at OCX Cognition, and co-creator of the NPS system, discuss topics that Richard claims people have not been doing right yet can shift approaches now for better business outcomes. His advice includes how to pitch executives for increased investment in CX programs, design better surveys, predict buyer behaviors, leverage data effectively, and more. Details at: DoingCXRight.com/podcasts
S1 E51 · Sun, August 14, 2022
Every October, the CX community celebrates the professionals and companies that make great customer experiences happen - a celebration known as CX Day. It's an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. Listen to Stacy Sherman and Greg Melia, CEO of CXPA, discuss how you can celebrate at your company with no or minimal budget. Also, you'll learn how Diversity, Equity & Inclusion (DEI) and customer experience (CX) are linked. And the importance of having a purpose-driven brand to attract better talent and customers. Take notes as there're a lot of actionable tips. More info: DoingCXRight.com/podcasts
S1 Enull · Sun, August 07, 2022
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
S1 E49 · Mon, August 01, 2022
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
S1 E48 · Mon, July 25, 2022
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
S1 E47 · Fri, July 15, 2022
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
S1 E46 · Sat, July 09, 2022
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
S1 E45 · Sat, June 25, 2022
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
S1 E44 · Sat, June 18, 2022
As we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce trends and apply best practices in hiring and retaining customer-centric talent. (Hint: free snacks and ping pong tables in the office are not the answer.) Likewise, candidates seeking more job fulfillment and happiness need to know where and how to predict if a company is a good place to work. Stacy Sherman and business expert Sam Brenner, CEO of CRB Workforce, discuss these topics and how to ensure a great match. More info: DoingCXRight.com/podcasts
S1 E43 · Sun, June 12, 2022
What's the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates? Stacy Sherman and featured guest Ian Golding, answer these fundamental questions and reveal key principles to get people to want to buy and work for your company. Get more info at DoingCXRight.com/podcast
S1 E42 · Tue, May 31, 2022
Attracting new customers is getting harder due to disrupting trends, such as declining television viewership, growing social media audiences, and higher usage of ad-blocking technology. Yet, you can be more effective and gain a competitive advantage through the power of influence marketing. Stacy Sherman and guest Neal Schaffer reveal best-kept secrets to identify, approach, and engage valuable influencers who help you get new clients and increase customer loyalty. You'll also learn leadership tactics to inspire and uplift others for optimal results. Get more info at: DoingCXRight.com/podcasts
S1 E41 · Sat, May 28, 2022
How can you keep your business at the forefront of peoples' minds when it's time to buy what you sell? The answer is through content marketing when done right. Michael Brenner, author of The Content Formula, and Mean People Suck, shares ways to break through the noise of promotion, dominate your market, get known as a thought leader, and rank #1 for keywords in your industry - by simply sharing the expertise your customers are looking for. Listen and apply best practices to create customer growth and impact in non-traditional ways. More Info at:
S1 E40 · Wed, May 25, 2022
Is your brand tattoo-worthy? Do you provide an awesome experience whereby people have a love affair with you so much that they're willing to put ink on their body? , Best-Selling Author (Culture That Rocks, & Leadership That Rocks), explains this really happens and that no matter what your role is in a company, you can be a major influencer of your organization’s culture, lighting it up and making it rock, from the inside out. Listen now and get actionable advice to amp up your business results. More info: DoingCXRight.com/podcasts
S1 E39 · Mon, May 16, 2022
How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including breaking silos and harnessing data to drive insights and actions that maximize customer engagement? Stacy Sherman and Celia Fleischaker, Chief Marketing Officer at Verint, dive deep into these CX topics to help you create differentiated experiences and a competitive advantage. During this episode, you'll learn about tools and platforms to gain control of the customer experience and maximize efficiencies through automation, AI and bots without losing the human touch. Learn more at DoingCXRight.com/podcasts
S1 E38 · Fri, May 06, 2022
How does blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand out from competitors? Stacy Sherman interviews Adrian Swinscoe, a visionary and author, about business transformation and customer loyalty. He explains how our memories last, especially the bad experiences over delightful ones, and ways to ensure the good are prominent. You'll learn tactics to "Wow A Customer" and keep them coming back, differently than you might think. There's no doubt that after listening to this show, you'll look at your business in a whole new way More info: DoingCXRight.com/podcasts
S1 E37 · Fri, April 29, 2022
What does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased staff and customer service agent resignations? Stacy Sherman interviews Robertson Stewart, a University teacher, and business author to provide actionable tactics to address major challenges that companies face today and for the foreseeable future. You can AVOID high costs in terms of retention (the lack of), leading to excessive turnover, recruitment, and training expenses, and reduced productivity. By the end of the podcast, you'll learn how to lead in optimal ways in which everyone wins: you as the manager, the employee/agent, and customers too. Learn more at DoingCXRight.com/podcasts
S1 E36 · Sun, April 24, 2022
Business success is dependent on effective communication with customers and employees. Videos are proving to be an ideal way to increase connections and conversions versus plain, typed-out text messages and emails. Stacy Sherman interviews Ethan Beute, Author, and Chief Evangelist at BombBomb, to discuss best practices for leveraging videos to elicit positive emotions, enhance relationships and rehumanize business as a brand differentiator. You'll hear tactics to leverage videos to turn dissatisfied customers (detractors) into brand advocates (promoters) and enhance a company culture where people feel a sense of belonging, included, and appreciated. Learn more at DoingCXRight.com/podcasts
S1 E35 · Sun, April 17, 2022
Customer satisfaction and loyalty are directly correlated to employee happiness. So, how can leaders maximize staff engagement and keep top performers who are skilled at delivering customer excellence? What can each of us do to advance and future-proof our careers, plus achieve more fulfillment at work and in life? Featured guest Lauren Herring, Author, and CEO of shares tactics to help people grow at work and beyond. She provides actionable advice about careers management, including being and getting a mentor, which is different from sponsorship and equally important. By the end of the podcast, you'll be ready to show up at work with increased confidence to achieve goals while having and providing better experiences. Learn more at DoingCXRight.com/podcasts
S1 E34 · Mon, April 11, 2022
It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Information Technology Services (ITS), shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. Learn more at DoingCXRight.com/podcasts
S1 E33 · Sun, April 03, 2022
Employee and agent burnout is real and impacts their ability to deliver customer excellence. So, how do you banish burnout, retain good people and ensure job satisfaction for long-term success? Featured guest, Marcey Rader, a multi-certified health expert, and three-time bestselling author, joins Stacy Sherman to discuss: -How to identify burnout & disengagement (they aren't the same) -Hacks to keep people motivated plus free up time for priorities -Productivity "power-ups" to show up as best self -Tactics to amp up energy, conquer calendars + emails with focus -Favorite tools to improve workplace communication Learn more at DoingCXRight.com/podcasts
S1 E32 · Sun, March 27, 2022
Is there a difference between innovation & invention? What can a model customer-centric brand, like Zappos, teach us about achieving real success in a competitive marketplace? Doing CX Right podcast guest Alex Genov, Head of Customer Research at Zappos, provides answers to these questions and explains... ✔️The different types of innovation ✔️4 pillars that make Zappos extraordinary (you can replicate) ✔️Examples of what employees do to advance the loyal culture ✔️What it means to be “stuck in traffic” impacting innovation ✔️Ways to fix customer pain points & what NOT to do You can have a brand that people keep talking about and buying from because of exceptional customer service and experiences. Doing CX Right does not require a large budget. It's a matter of getting the basics right. Learn more at
S1 E31 · Sun, March 20, 2022
Are you controlling the narrative so customers find and buy from your brand? Is traditional selling dead? What's the best way to lead teams to win new customers and contract renewals so your business grows the right way? You'll hear answers to these questions and more from an admirable business leader. Sid Meadows explains customer success and CX best practices in easy-to-understand terms. Take notes as you will learn a lot from Stacy Sherman's interview with Sid. Learn more at DoingCXRight.com/podcasts
S1 E30 · Sun, March 13, 2022
We're living in an Experience Economy whereby customer needs continue to change. How can you better differentiate your brand and compete for customers' limited time, attention, and money? Featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor explains the five E's to differentiate and make it easy to interact with your brand. As Joe says, "Drama is friction" and you must provide frictionless experiences as customers expect. Learn more at DoingCXRight.com/podcasts
S1 E29 · Sun, March 06, 2022
Your employees’ behavior is your customer experience. You can’t separate them out, says Bill Staikos, Senior VP at Medalia during his interview on Stacy Sherman's Doing CX RIght show. So, how do you lead with excellence? What is the ideal organizational design to best care for your customers? Is the Chief Experience Officer (CXO) role a fad or growing in importance? What’s the right way to design new products based on what customers really want while balancing internal processes? Answers to these questions and more to differentiate your brand in this podcast episode. Learn more at DoingCXRight.com/podcasts
S1 E28 · Mon, February 28, 2022
Stacy Sherman interviews Howard Tiersky, author of Winning Digital Customers, about how to drive desirable customer behaviors (buy, refer) as the root cause of business success. You'll hear actionable ways to stay relevant to customers in a world-changing so fast and earn customers' love and emotional commitment. Much entails applying customer research and design thinking best practices to maximize your competitiveness. Listen, learn and start Doing Customer Experience (CX) Right! Details at: www.DoingCXRight.com/podcasts
S1 E27 · Mon, February 21, 2022
Your brand today is no longer what you tell people it is. It is the differentiated experience (DX) your employees deliver. It is what you stand for and how your customers feel about you. And most importantly, your brand is what your customers tell others about their experience. Stacy Sherman interviews Stan Phelps, best-selling author of the Goldfish Series, to help you learn new ways of gaining a competitive advantage and achieving bottom-line impact. Learn more at DoingCXRight.com/podcasts
S1 E26 · Sun, February 13, 2022
Do your customers think you're deaf? How can you really hear them to fix pain points and impact customers' decisions? Stacy Sherman interviews Mary Drumond, Chief Marketing Officer at Worthix, to discuss these questions. Additional topics include: -What's the value of surveys? Are surveys the best method to understand customers’ perceptions, emotions, expectations? -Is there such a thing as survey fatigue? How best to avoid? -How long or short should a survey be to maximize response rates? -Who should be responsible in organizations to get customer feedback and take action? -What is “closing the loop” mean to address what customers told you, and best practices? Learn more at DoingCXRight.com/podcasts
S1 E25 · Fri, February 04, 2022
How hard is it to be your customer? Are you creating emotional connections to gain & keep customers loyal? Employees too? Stacy Sherman interviews Jim Tincher, a customer experience expert, journey mapper, author, and speaker about new ways of elevating retention & brand advocacy. Additional topics include: -Changing a company to be customer-centric when it hasn't been.-Brands that are Doing CX Right and what makes them stand out.-What is journey mapping and what is it not.-How journey mapping brings the customer to life & who owns it in organizations?-Ideal ways to motivate employees? Is it pay/bonus or something else? Learn more at DoingCXRight.com/podcasts
S1 E24 · Sat, January 29, 2022
Do you know what your customers and prospects will do after interacting with your brand without having to survey them over and over again? Are you taking control of the customer conversation? How do you make it easier for employees to deliver customer excellence? Featured DoingCXRight® guest, Matt Dixon, co-author of The Challenger Sale, The Challenger Customer, and The Effortless Experience shares valuable insights to advance your sales, service and customer experience beyond traditional methods. You'll want to take notes as he and show host, Stacy Sherman, reveal many actionable gems during the episode. Learn more at DoingCXRight.com/podcasts
S1 E23 · Sun, January 23, 2022
Customer retention doesn't happen automatically to attain company profits. You need to apply the right strategies and tactics for turning one-time purchasers into lifelong customers. Featured guest Joey Coleman, best-selling author, and award-winning speaker explains that building customer loyalty is not about focusing on marketing or closing the sale. It's about the First 100 Days® after customers buy and other interactions they experience. You'll hear a proven 8 phase methodology that helps you never lose a customer again. Learn more at DoingCXRight.com/podcasts
S1 E22 · Sun, January 16, 2022
In order to deliver the best customer service, you need to understand the full meaning and how to do it right. My featured guest Jeff Toister, a best-selling author of four customer service books, and trainer of one million people, shares what elite companies do differently to gain a competitive advantage that you can do too. Topics include: -What does customer service mean vs customer experience (CX) -How has customer service changed over time -What does cutting-edge research reveal -How to measure customer service beyond NPS -Is the customer always right -What can brands do to help angry & upset customers Learn more: DoingCXRight.com/podcasts
S1 E21 · Sun, January 09, 2022
Have you heard of the term "red tape"? Friction, sludge, no redeeming value are associated terms. Most think red tape pertains just to government, yet it does not and significantly impacts business success. Stephanie Thum and I explain: What is bureaucratic 'Red Tape?' Why it's a customer problem and obliterate employee experiences? What are the root causes? Is it all bad? How can change happen whereby leaders stop looking the other way to improve customer and employee loyalty? Learn more at DoingCXright.com/podcasts
S1 E20 · Fri, December 31, 2021
Trust is a vital element of relationships. So, how do you build trust with employees and customers? How can you be a better leader to gain a sustainable competitive business advantage too? Charles Green has studied and taught the science of becoming a trusted advisor for the last decade. He’s created the Trust Equation™ which includes four principles: credibility, reliability, intimacy, and self-orientation. We talk about these topics and actionable tactics from his books and seminars so that you can show up as your best authentic self and achieve real success. Learn more at DoingCXRight.com/podcasts
S1 E19 · Sat, December 25, 2021
Do you want to drive fast scalable growth and profitability? Then you must eliminate what customers hate and make happiness your business strategy. My featured guest, Nick Webb, a world-renowned strategist, best-selling author, and inventor with 40 US Patents, provides solutions to help you maximize customer loyalty. During the episode, you'll hear us discuss simple ways to attract and keep your best talent based on a lifetime of study and business application. . Learn more: DoingCXRight.com/podcasts
S1 E18 · Fri, December 17, 2021
What to do when ‘Great’ Isn’t Good Enough to Grow Your Business? How can organizations and professionals create distinction to attract and retain customers? Scott McCain, Hall of Fame Speaker, author of "Iconic" and other best-selling books, answers these questions and more through engaging stories. You'll learn actionable solutions to common problems that result in better experiences for employees, customers, and your business overall. Learn more about Stacy Sherman and Scott McCain at DoingCXRight.com/podcasts
S1 E17 · Sat, December 11, 2021
How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world. He shares strategies and tactical ways companies can create their own ‘Hyperfans’ who keep coming back to buy and tell others too. More details at DoingCXRight.com/podcasts
S1 E16 · Sat, December 04, 2021
Do you have a customer experience mission? My guest Jeannie Walters, explains why it's important and how it relates to "Creating Fewer Ruined Days for Customers.” During this episode, you will also gain actionable tips to identify and protect "at-risk customers" and 5 ways to reduce churn that is in your control. About Jeannie Walters: she is passionate about improving the everyday interactions we all have as customers and writes, speaks, studies, and teaches her trademarked methodology to enlightened leaders in many industries. Learn about Jeannie Walters and host Stacy Sherman at: DoingCXRight.com/podcasts
S1 E15 · Sun, November 28, 2021
What is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and author, explains the influence of new technologies (AI, 5G, Iot…) on customer experience, and the human role in a world of automation (i.e. how to delight customers with an empathetic human touch). You'll also hear how the latest technology can solve business challenges if applied right, and leadership advice to thrive in 2022 and beyond.
S1 E14 · Sat, November 20, 2021
How do you establish a speak-up culture to drive innovation and performance at high levels? Stephen Shedletzky, shares wisdom and best practices based on what he's learned from working for We discuss: -Why his mission to drive a speak-up culture. -How it's connected to fulfillment? -What leaders can do to provide psychological safety. -Most important lesson for CEOs, Entrepreneurs, and leaders to gain and keep loyal brand advocates -Advice to younger 20-year-old self if he could go back in time Learn more DoingCXRight.com/podcasts
S1 E13 · Sat, November 13, 2021
How do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker and coach answers this question on Stacy Sherman's Doing CX Right podcast plus... *The importance of being an experience maker. Who, why, and what’s it about. *The difference between Customer Experience vs Customer Service and strategies for success. *How supply chain, marketing, finance, and other departments impact customer experiences. *Should employee pay be linked to customer satisfaction scores? *Brands that stand out in Doing CX Right and best practices to differentiate brands. *Leadership lessons and more. Details at DoingCXRight.com/podcasts
S1 E12 · Sun, November 07, 2021
How often do you pause and think about how a simple gesture or interaction impacts a colleague, customer, friend +. Ryan Estis helps company leaders and individual contributors embrace change and achieve breakthrough performance. Most importantly, he teaches how to deliver unforgettable experiences. His true stories will touch the core of your heart as he beautifully portrays a Starbuck Barista, Lily, who "pours happiness." He speaks about showing up, serving others, and much more that's in your/my/our control! Learn more at DoingCXRight.com/podcasts
S1 E11 · Sun, October 31, 2021
We often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better customer and employee experiences. Although it sounds mundane, it is paying attention that drives productivity, accountability, and ultimately increased profitability. My guest Neen James, author of 9 books, discusses WHO deserves your attention, WHAT matters most, and HOW to listen with your eyes to achieve more successful outcomes. Learn more at DoingCXRight.com/podcasts
S1 E10 · Sat, October 16, 2021
In business, your primary focus must be the value you provide to customers. Value is what makes people trade their money for a service or a product. My guest, Bob Burg, Hall of Fame Keynote Speaker and Bestselling Coauthor of “The Go-Giver" says "money is simply an echo of value. It's the thunder to values’ lightning." We dive deep into how companies, sales leaders, and their teams can communicate their value, sell at higher prices with less resistance, and grow their businesses based on referrals more effectively. Learn more at DoingCXRight.com/podcasts
S1 E9 · Tue, October 05, 2021
Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: *How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what you do.") *Tactics to make customers LOVE and talk about your brand *Design the right organizational structure to deliver the best customer experiences and service Learn more DoingCXRight.com/podcasts
S1 E13 · Tue, October 05, 2021
How do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker and coach answers this question and... The importance of being an experience maker. Who, why, and what’s it about. The difference between Customer Experience vs Customer Service and strategies for success. Brands that stand out in Doing CX Right and best practices to differentiate brands. Leadership lessons and more. Details at DoingCXRight.com/podcasts
S1 E8 · Tue, October 05, 2021
Did you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author of Aiming High has achieved much fame, monetary success, and deep lows from drug addictions. Highlights: *What Aiming High means and lessons learned *How to overcome imposter syndrome *Leadership advice from iconic athletes (his clients) *The three words that can change lives and improve experiences Learn more about Stacy Sherman and Darren Prince at
S1 E7 · Sun, October 03, 2021
How do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer: it starts with human focussed leaders at the top. Ashok Ramachandran, CEO, and President at , is known for leading organizations to achieve profitable success while caring for employees as a first priority. During the episode, you'll hear: How to get employees to deliver excellence even when no one is watching Proven tactics and skills to achieve revenue growth while leading with a heart Examples of brands doing experiences right and best practices How different generations (Gen X, Gen Z, etc) and cultures can better work together Inspirational advice - what he'd tell younger self based on what he knows now as a CEO. Learn more about Stacy Sherman and Ashok Ramachandran at
S1 E6 · Sun, September 26, 2021
Are you using social media to build customer relationships, enhance customer service and gain competitive insights? , a digital marketing expert with 25 years of experience, starting in the early days of the internet (before social media was a thing), provides customer experience tactics that you likely never knew. Huffington Post has named Madalyn one of . Highlights: *What customer experience means in a digital world *Why you cannot ignore social media *Ways to personalize messaging *The value of listening and tools *Tactics to humanize business Learn more about Stacy Sherman and Madalyn Sklar at
S1 E5 · Sun, September 19, 2021
Stacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan’s human-centric approach to employee and customer experience as well as the importance of creating a corporate culture, where employees feel valued and empowered. Key Takeaways: -Look at the human side of change and partner with leadership to drive an employee experience, which results in excitement and engagement. -The employee experience begins before colleagues step foot into the company. Companies need to continually evolve their employee experience to attract and retain them. -Read more About: Dan Naiman is HR Lead, Corporate Affairs at Pfizer as well as a Human Resources professional with global HR and consulting experience. His professional experience also includes regional HR leadership with strategic human resources development, change management leadership, and program execution. is an award-winning certified customer experience (CX) keynote speaker, author, podcaster, and founder of DoingCXRight®—a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue.
S1 E4 · Sat, September 11, 2021
If you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless. Episode Highlights: *Why CX is not only for big companies *How we can ease friction *What we can do to avoid the hassle for our customers *How technology is changing our human connection with customers *How we can convince a leader to make changes *Advice for entrepreneurs Learn more about Stacy Sherman and Adam Toporek at DoingCXRight.com/podcasts
S1 E3 · Mon, August 23, 2021
What does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX? Stacy Sherman answers these questions with CX Pioneer and 7-time author, Colin Shaw. You'll likely want to play this episode twice to get all the actionable tips shared. Learn more about guest Colin Shaw and host Stacy Sherman at: Doingcxright.com/podcasts
S1 E2 · Fri, July 16, 2021
Net Promoter (NPS) is a popular way to gauge whether your customers are brand advocates (promoters) or dissatisfied (Detractors). Rob Markey, co-founder of the Net Promoter System at Bain, and Stacy Sherman discuss the meaning and evolution of NPS, misperceptions, and ultimate questions to measure customer satisfaction. You'll gain actionable tips to maximize customer loyalty and referrals the right way! Learn more about guest Rob Markey and host Stacy Sherman at: DoingCXRight.com/podcasts
S1 E1 · Mon, July 05, 2021
What does customer loyalty really mean? What are proven tactics to get repeat customers? Which brands are doing customer experience right and what are the best actionable tips to build a business culture where employees are committed to driving customers back? Listen to Stacy Sherman's debut podcast featuring NY Times best-selling author, speaker & customer service expert, Shep Hyken. Learn more about guest Shep Hyken and host Stacy Sherman at: DoingCXRight.com/podcasts
loading...