The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
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Kandungan disediakan oleh Stacy Sherman and Doing CX Right®. Semua kandungan podcast termasuk episod, grafik dan perihalan podcast dimuat naik dan disediakan terus oleh Stacy Sherman and Doing CX Right® atau rakan kongsi platform podcast mereka. Jika anda percaya seseorang menggunakan karya berhak cipta anda tanpa kebenaran anda, anda boleh mengikuti proses yang digariskan di sini https://ms.player.fm/legal.
Sama dengan Doing Customer Experience Right with Stacy Sherman
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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Kipp Bodnar (HubSpot’s CMO) and Kieran Flanagan (Zapier’s CMO), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way you’ll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
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The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
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Insightful interviews with authors, experts, entrepreneurs, and thought leaders who share valuable marketing tips, growth strategies, and resources. Hosted by John Jantsch, one of America's top small business marketing experts, this show is dedicated to helping you craft effective marketing strategies that will grow your business. Whether you're a small business owner, marketing professional, or marketing agency owner, you'll gain valuable insights and actionable advice on topics such as mar ...
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Publishing weekly since 2012, this show helps marketers navigate the ever changing marketing jungle with expert interviews from leading marketing pros. Join Social Media Examiner’s founder Michael Stelzner as he helps you discover new strategies and actionable tips to improve your marketing. Show notes at Socialmediaexaminer.com/podcast/
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The Brutal Truth about Sales and Selling - We interview the world's best B2B Enterprise salespeople.
Brian Burns
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No BS Allowed - Are you sick of empty suits telling you to work harder? - Learn about The Maverick Selling Method, which models the world's best salespeople and what they do differently. If you are in sales and are passionate about selling, you will like this podcast. The focus is on b2b sales and selling. If you are selling or in sales, this podcast is for you. I cover cold calling, spin selling, challenger sale, solution selling, and advanced selling skills. Strategic selling, LinkedIn, sa ...
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Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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Custom Manufacturing Industry podcast is an entrepreneurship and motivational podcast on all platforms, hosted by Aaron Clippinger. Being CEO of multiple companies including the signage industry and the software industry, Aaron has over 20 years of consulting and business management. His software has grown internationally and with over a billion dollars annually going through the software. Using his Accounting degree, Aaron will be talking about his organizational ways to get things done. Hi ...
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156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay)
Manage episode 455845113 series 2907625
Kandungan disediakan oleh Stacy Sherman and Doing CX Right®. Semua kandungan podcast termasuk episod, grafik dan perihalan podcast dimuat naik dan disediakan terus oleh Stacy Sherman and Doing CX Right® atau rakan kongsi platform podcast mereka. Jika anda percaya seseorang menggunakan karya berhak cipta anda tanpa kebenaran anda, anda boleh mengikuti proses yang digariskan di sini https://ms.player.fm/legal.
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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here.
Grow as a CX Professional with our numerous Resources.
Book time with Stacy here.
171 episod
KongsiManage episode 455845113 series 2907625
Kandungan disediakan oleh Stacy Sherman and Doing CX Right®. Semua kandungan podcast termasuk episod, grafik dan perihalan podcast dimuat naik dan disediakan terus oleh Stacy Sherman and Doing CX Right® atau rakan kongsi platform podcast mereka. Jika anda percaya seseorang menggunakan karya berhak cipta anda tanpa kebenaran anda, anda boleh mengikuti proses yang digariskan di sini https://ms.player.fm/legal.
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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here.
Grow as a CX Professional with our numerous Resources.
Book time with Stacy here.
171 episod
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1 171. AI Voice Agents: Big CX Wins, Smarter Lessons, Better ROI | Richard Lin 27:26
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Main Kemudian Main Kemudian Senarai Suka DisukaiAI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won’t deliver great customer experiences (CX). The key is doing it right. In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with transparency, personalize at scale, and prepare for a future where AI isn’t just assisting humans — it’s talking to other AI. Because the real ROI isn’t in automation alone — it’s in how you design the experience. Smart choices turn AI from a cost-saver into a brand-builder Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy through this link.…
1 170. How to Move From Customer Success or Service to CX Leadership | Stacy Sherman 11:50
11:50 Main Kemudian Main Kemudian Senarai Suka Disukai11:50
Main Kemudian Main Kemudian Senarai Suka DisukaiWondering how to move from customer success or service into a true customer experience leadership role—without needing a new title? In this episode, Stacy Sherman explores what it really means to lead CX from wherever you sit in the organization. If you're looking to expand your influence, gain visibility, and make a broader impact on your company’s customer journey, this conversation is for you. Discover the mindset shifts and strategic actions that can set you apart—and why now might be the perfect time to step into a CX leadership path. Book time with Stacy through this link. Learn more at DoingCXRight.com. Grow as a CX Professional with our numerous Resources.…
1 169. Customer Experience Vs. Marketing: Which One Truly Drives Growth? | Nicole Donnelly 19:12
19:12 Main Kemudian Main Kemudian Senarai Suka Disukai19:12
Main Kemudian Main Kemudian Senarai Suka DisukaiIs customer experience (CX) the NEW marketing? Or has it always been? Marketing gets people in the door. Customer experience decides if they stay. Every ad, every touchpoint, every promise—it's all CX. So why do so many companies still treat them as separate? In this episode of Doing CX Right, Stacy Sherman and Nicole Donnelly challenge this outdated mindset. They discuss why great marketing fails without great customer experience, how AI is reshaping market research, and why data alone isn’t enough. Plus, hear how one brand drove real growth by putting experience first—and how you can apply the same strategies to your business. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy through this link.…
1 168. Why Customers Love Nordstrom—Lessons For Every Business | Robert Spector 27:29
27:29 Main Kemudian Main Kemudian Senarai Suka Disukai27:29
Main Kemudian Main Kemudian Senarai Suka DisukaiWhat exactly makes Nordstrom's customer service truly legendary? Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom's success. You'll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences. Discover the specific strategies that set them apart, from personalizing service at scale to using AI without losing the human touch. Plus, gain actionable insights on measuring CX effectively to win customer trust, drive loyalty, and boost sales. This episode is a true masterclass in running a business the Nordstrom way. If you're serious about Doing CX Right, this is a must-listen! Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy through this link.…
1 167. Curing the Healthcare Crisis - A Prescription for Better Patient Experiences | Sharon Weinstein (Replay) 30:15
30:15 Main Kemudian Main Kemudian Senarai Suka Disukai30:15
Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 166. Understand Your Customers Better: Data-Backed Ways to Build Relationships | Neil Hoyne 31:54
31:54 Main Kemudian Main Kemudian Senarai Suka Disukai31:54
Main Kemudian Main Kemudian Senarai Suka DisukaiAre you measuring the right metrics, or are you stuck chasing short-term wins that don’t translate into lasting customer relationships? Stacy Sherman sits down with Neil Hoyne, Google’s Chief Strategist and author of Converted, to discuss why businesses fail to truly understand their customers—and how to fix it. This episode breaks down practical ways to identify high-value customers, shift from transactional thinking to long-term loyalty, and use data to strengthen relationships, not just track clicks. If your business is chasing quick conversions instead of long-term growth, it’s time for a shift. Prioritizing strong customer relationships is the key to sustainable success and elevated results. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 165. Never Miss a Warning Signal—Predict & Prevent Customer Complaints with AI | Sid Banerjee 30:22
30:22 Main Kemudian Main Kemudian Senarai Suka Disukai30:22
Main Kemudian Main Kemudian Senarai Suka DisukaiMost companies react to complaints after the damage is done. The best ones don’t just fix issues—they predict and prevent them. In this episode, Stacy Sherman and Sid Banerjee, Medallia’s Chief Strategy Officer, explore how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why traditional metrics fall short, how AI reveals hidden risks, and why automation is reshaping business success. Stop fixing. Start predicting. Because great experiences aren’t reactive—they’re anticipated. Want to dive deeper into the future of CX? Join Stacy Sherman at Medallia Experience ’25 to gain cutting-edge CX strategies and connect with industry leaders. Learn more here. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 164. AI Isn’t Just For Software: The Bold New World Of Product Personalization | Ben Weiss 31:42
31:42 Main Kemudian Main Kemudian Senarai Suka Disukai31:42
Main Kemudian Main Kemudian Senarai Suka DisukaiIs 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 at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 163. Voice Of Customer Truth: Why Customers Really Leave | Tzachi Ben-Sasson 30:19
30:19 Main Kemudian Main Kemudian Senarai Suka Disukai30:19
Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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 DoingCXRight.com . Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 161. How To Retain Your Best People During Challenging Times | Lisa Kaplowitz 30:17
30:17 Main Kemudian Main Kemudian Senarai Suka Disukai30:17
Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 160. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens 31:15
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Main Kemudian Main Kemudian Senarai Suka DisukaiCan 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 159. Predictable Revenue in Unpredictable Times: Strategies for CX Success | Aaron Ross 30:18
30:18 Main Kemudian Main Kemudian Senarai Suka Disukai30:18
Main Kemudian Main Kemudian Senarai Suka DisukaiIs your business struggling to maintain predictable growth in today’s chaotic market? Stacy Sherman and Aaron Ross explain why the old sales and marketing strategies no longer work in a world shaped by AI, shifting buyer behaviors, and constant change. “Business as usual” isn’t just outdated—it’s ineffective. In this show, you’ll learn how to build predictable revenue by strengthening customer relationships, fostering team accountability, and designing experiences that keep customers coming back. Discover proven tactics to transform company culture, retain top talent, turn customer feedback into actionable insights, and refine your sales approach to resonate with overwhelmed buyers. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 158. Why Your Company Needs a Chief Design Officer (And What They Actually Do) | Mauro Porcini 35:03
35:03 Main Kemudian Main Kemudian Senarai Suka Disukai35:03
Main Kemudian Main Kemudian Senarai Suka DisukaiCan 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
1 157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 2025 17:06
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Main Kemudian Main Kemudian Senarai Suka Disukai2024 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here . Check out Stacy's new book: Transformative Journey Management" on Amazon .…
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Doing Customer Experience Right with Stacy Sherman
1 156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 39:50
39:50 Main Kemudian Main Kemudian Senarai Suka Disukai39:50
Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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1 155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 34:09
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Main Kemudian Main Kemudian Senarai Suka DisukaiWhat 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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1 154. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf 28:58
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Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred Reichheld 15:42
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Main Kemudian Main Kemudian Senarai Suka DisukaiHow 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 152. When Machines Become Customers – Navigating the New Normal (Repeat) 30:34
30:34 Main Kemudian Main Kemudian Senarai Suka Disukai30:34
Main Kemudian Main Kemudian Senarai Suka DisukaiReviving 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. Learn more: DoingCXRight.com. Access our FREE Customer Experience Audit Tool by clicking here: https://forms.gle/DT42KrMGuHz9wojP7 Grow as a CX Professional with our numerous Resources: https://doingcxright.com/resources/ Book a time directly with Stacy: https://bookings.doingcxright.com/#/30minuteswithstacy…
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Doing Customer Experience Right with Stacy Sherman
1 151. Maximize Customer Lifetime Value -The Power of Deep Specialization | Corey Quinn 23:50
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Main Kemudian Main Kemudian Senarai Suka DisukaiWhat 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 150. How To Measure Customer Loyalty: NPS & Beyond | Rob Markey (Replay) 26:50
26:50 Main Kemudian Main Kemudian Senarai Suka Disukai26:50
Main Kemudian Main Kemudian Senarai Suka DisukaiWhat 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman 10:37
10:37 Main Kemudian Main Kemudian Senarai Suka Disukai10:37
Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 148. 8 Laws of Customer Service Success - Blending Tech and Human Connection | Blake Morgan 28:26
28:26 Main Kemudian Main Kemudian Senarai Suka Disukai28:26
Main Kemudian Main Kemudian Senarai Suka DisukaiFeeling 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt 30:15
30:15 Main Kemudian Main Kemudian Senarai Suka Disukai30:15
Main Kemudian Main Kemudian Senarai Suka DisukaiWhat 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. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 146. AI Meets Human Touch - Redefining Customer Experience | David Singer 30:29
30:29 Main Kemudian Main Kemudian Senarai Suka Disukai30:29
Main Kemudian Main Kemudian Senarai Suka DisukaiAre 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 145. Transforming Healthcare - Proven Customer Experience Strategies | Miya Gray 27:35
27:35 Main Kemudian Main Kemudian Senarai Suka Disukai27:35
Main Kemudian Main Kemudian Senarai Suka DisukaiIs 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman 11:36
11:36 Main Kemudian Main Kemudian Senarai Suka Disukai11:36
Main Kemudian Main Kemudian Senarai Suka DisukaiIs 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 DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 143. Beyond the Deal: Delivering Value That Keeps Customers Coming Back | Bob Burg (Rerun) 26:15
26:15 Main Kemudian Main Kemudian Senarai Suka Disukai26:15
Main Kemudian Main Kemudian Senarai Suka DisukaiHow 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! Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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Doing Customer Experience Right with Stacy Sherman
1 142. Winning the Customer Service Game - Lessons From Wall Street and The Black Jack Table | Joel Block 29:43
29:43 Main Kemudian Main Kemudian Senarai Suka Disukai29:43
Main Kemudian Main Kemudian Senarai Suka DisukaiWhat 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. Learn more at DoingCXRight.com. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here .…
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The Brutal Truth about Sales and Selling - We interview the world's best B2B Enterprise salespeople.
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Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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