Stacy Sherman
CustomerThink
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Past articles by Stacy:
How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips)
Source: AdobeIt’s no secret that happy employees yield better business results. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. They go hand-in-hand. As leadership expert Simon Sinek says, “Customers will never love a company until the employees love it first. I agree, and also know that creating a great company culture… → Read More
How to Leverage “Smiles & Frowns” to Improve Customer Experiences
source: Adobe You’ve probably seen signs in restaurants, hotels, and other locations requesting customers for feedback about their experiences. It is common practice more than ever before, even in unusual places like public bathrooms. Focusing on customer experience (CX) and capturing the Voice of Customers (VOC) feedback is smart business. Yet if the execution is not done right, it is wasted… → Read More
5 Communication Tips to Improve CX + EX
Source: AdobeCommunications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is shared. While talking in person is ideal, sometimes it is not possible given physical location and related factors. Seth Godin talks about using the appropriate medium. His words resonate with me a lot. I believe that lack of communication is the number one source of… → Read More
How To Infuse CX Into Your Company Culture
What is company culture, why is it important and how does customer experience play a role? According to Webster, it is “the set of shared attitudes, values, goals, and practices that characterizes an institution or organization.” Culture is very important because it impacts employee mindsets and actions throughout the company. Customer excellence does NOT happen automatically. It takes a lot of… → Read More
2 Examples of UX Gone Wrong. Learn From Them!
Source: Adobe The number of digital buyers continues to rise every year. “In 2017, an estimated 1.66 billion people worldwide purchased goods online. During the same year, global e-retail sales amounted to 2.3 trillion U.S. dollars, and projections show growth of up to 4.48 trillion U.S. dollars by 2021.” The statistics are not that surprising. Shopping online offers so many advantages including… → Read More
CX Example That Stands Out Above The Rest
Source: Adobe I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as well as how employees interact with one another. My recent trip was no different when visiting The Lodge At… → Read More
Want Happy Customers? Focus on Employees First.
Source: Adobe There’s a common phrase, “Happy Employees Bring Happy Customers.” It is so true! When people feel valued and enjoy their workplace, they are more likely to be engaged and committed to delighting customers and maximizing their satisfaction and loyalty. So, how does a company apply this principle to achieve business growth? The following are 5 effective ways that apply to all… → Read More
Women Leadership and Customer Experience
Source: Adobe There’s an increasing amount of conversations about Women and Leadership, and I love it! I believe that the next generation, including my own daughter, will have more opportunities to share their voice, without judgments, and pursue jobs that had been traditionally filled by men. I’m writing this article for two reasons: 1. To encourage people, especially women, to build their… → Read More
Yelp & SMS Turn Restaurant Experience From Mediocre To Great
How many times have you gone to a restaurant that does not take reservations and felt frustrated about the wait time? If you’re like me, it is too many to count. While many companies tend to focus on customer experiences at the point people are actually using products and receiving services, brand perception and customer judgments occur much earlier in the customer journey. People don’t care if… → Read More
B2B versus B2C. Which Matters More For CX?
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C. What B2B… → Read More
B2B versus B2C. Which Matters More For CX?
Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C. What B2B… → Read More
CX Lessons From An Uber Ride
Source: Adobe I have used Uber many times over the years. I always request a driver at the moment I need transportation. But recently, I tested out Uber’s pre-scheduling option for a ride to the airport. At the beginning of my journey, my experience was excellent. Then a glitch happened that shifted my perspective on using Uber again for time-sensitive events. I will get to that point in a… → Read More
CX Lessons From An Uber Ride
Source: Adobe I have used Uber many times over the years. I always request a driver at the moment I need transportation. But recently, I tested out Uber’s pre-scheduling option for a ride to the airport. At the beginning of my journey, my experience was excellent. Then a glitch happened that shifted my perspective on using Uber again for time-sensitive events. I will get to that point in a… → Read More
HOW 1 EXPERIENCE STARTED MY CX PASSION
My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “To Stacy, From Stacy.” Upon opening it, I read a note from the owner of Stacy’s Pita Chips explaining how she sent a variety of FREE bags to hundreds of Stacys throughout the United States who spell their name… → Read More
3 Actionable Lessons in DoingCXRight
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product questions is easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I… → Read More
Why Mobile Is A Key Factor in Winning Customer Experience (infographic)
People have increasingly higher expectations and demands for better shopping experiences. While we just finished the holiday season when purchasing is at its highest, customers pay attention to their experiences and make buying decisions based on their satisfaction all year round. A key factor in customer experience includes easy access to products and services leveraging mobile apps. The… → Read More
DoingCXRight Means Delivering Unexpected Customer Value
My passion for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating a large box to be delivered, especially with a label that read “To Stacy, From Stacy.” Upon opening it, I read a note from the owner of Stacy’s Pita Chips explaining how she sent a variety of FREE bags to hundreds of Stacy’s throughout the United States who spell… → Read More
How To Get Voice of Customer & Apply Best Practices
source: Adobe images Getting Voice of Customer (VOC) feedback is an essential part of conducting business. I’ve seen too many companies develop new products and features without asking customers directly what they want upfront, and then wonder why sales goals are not attained post-launch. The same holds true for online websites, apps, and other customer digital experiences. Designing without… → Read More
How To Measure Customer Experience
There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do” but rather a “have to do” to win in a competitive marketplace. Considering the statistics below, it is clear that measuring customer experience is just as important as tracking revenue, costs, and related Key… → Read More
What Is Big Data and Why Should I Care?
isitBig data has become part of our daily language. We read about big data. We see companies that are “experts in big data”. LinkedIn is filled with big data engineers and analysts. But what is big data, where did it come from, and why is it widely available now when it wasn’t ten years ago? Big data is actually exactly what it sounds like. Big. Data. It is comprised of an enormous amount of 0s… → Read More