Summary
In this episode, Gary Marra welcomes Stacy Sherman, a renowned Customer Experience (CX) leader, speaker, and author, to explore how businesses can create impactful customer journeys by aligning CX with business goals. Stacy shares her thoughts on what it means to ‘do CX right’, emphasizing the importance of understanding the customer journey, empowering employees, and maintaining consistency across all touchpoints. The discussion also highlights the challenges of breaking down silos within organizations and creating a culture that encourages feedback. Stacy introduces her journey management framework, which focuses on the entire ecosystem of customer interactions, and discusses effective metrics for measuring success. Stacy shares insights from her new book, Transformative Experience Journey Management, and breaks down the critical components of humanizing businesses, emotional intelligence in CX, employee experience, and the role of AI in shaping the future of CX.
Takeaways
· “Doing CX Right” is about the managing entire customer journey.
· Empowerment of staff leads to exceptional customer service.
· Consistency is key in delivering a reliable customer experience.
· Breaking down silos enhances collaboration and improves CX.
· Creating a safe environment for feedback is essential for growth.
· Journey Management is more than mapping; it’s about the entire ecosystem.
· Feedback from customers should be celebrated and shared.
· Starting a podcast doesn’t require fancy tech, so take the mic outta the box!
· Another Seinfeld Reference 🙂
Chapters:
00:00 Introduction
02:40 What is “Doing CX Right”?
03:40 Who’s Doing it Right?
07:02 The Importance of Consistency
09:10 Designing Journey Management
11:05 Breaking Down Silos for Better CX
16:04 Creating a Safe Environment for Feedback
18:33 Journey Management Framework in Action
24:30 Measuring Customer Experience Success
27:03 Does It Hold Water?
30:47 Chip Shots
🔗 Connect with Stacy
🌐 Website: https://doingcxright.com
📱 LinkedIn: https://www.linkedin.com/in/stacysherman/
📕Book: Transformative Experience Journey Management
🎧 Please Listen & Subscribe
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VIDEOS ON THE PODCAST AND CLIPS CAN BE FOUND HERE!