Understanding Customer Experience with Stacy Sherman

The Trend Report

Unlock the secrets to transforming every customer interaction into a golden opportunity as Stacy Sherman, a maven of CX excellence, joins us to pick apart the customer experience puzzle.
Join our exploration into the integral role of empathy and communication in business, the surge of artificial intelligence in customer experience, and how to marry AI with the irreplaceable human touch to elevate your business game. Don't just listen—transform with us.
Links and Resources
Episode 58 - Creating a Great Customer Experience with Stacy Sherman - https://www.sidmeadows.com/episode58
Net Promoter Score (NPS) - https://www.retently.com/blog/good-net-promoter-score/
Blog Post - Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash - https://doingcxright.com/2024/03/01/ensuring-customer-loyalty-a
Connect with Stacy:
Doing CX Right - https://doingcxright.com/
Doing CX Right Podcast - https://doingcxright.com/podcasts/
Stacy on LinkedIn - https://www.linkedin.com/in/stacysherman
Stacy on Twitter - https://twitter.com/stacysherman
Stacy on Instagram - https://www.instagram.com/doingcxright/
Stacy on YouTube - https://www.youtube.com/channel/UCQu4U9uRSUhPoQE-jTBYQ2A?reload=9

Connect with Sid:

www.sidmeadows.com
Embark CCT on Facebook
Sid on LinkedIn
Sid on Instagram
Sid on YouTube
Sid on Clubhouse - @sidmeadows

The Trend Report introduction music is provided by Werq by Kevin MacLeod Link: https://incompetech.filmmusic.io/song/4616-werq License: http://creativecommons.org/licenses/by/4.0/

Chapter

1. Understanding Customer Experience and Business Outcomes (00:00:00)

2. What is CX? (00:01:57)

3. How do you measure the impact of customer experience initiatives on business outcomes? (00:02:58)

4. Are experience surveys helpful in gathering data? (00:07:24)

5. What is unstructured feedback? (00:10:10)

6. Designing Effective Customer Feedback Strategies (00:13:44)

7. How do you design a contact form to gather data? (00:14:10)

8. Why data is so important to making business decisions. A case study from Wendy's. (00:15:37)

9. What does a CX success story look like? (00:17:49)

10. Betting on Yourself Success Stories (00:20:00)

11. What are the three principles behind her LinkedIn course? (00:27:52)

12. Empathy and Communication in Business (00:31:37)