Doing CX Right: Scaling Business Revenue & Winning Customer Hearts

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. 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.

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. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. 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.

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. 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.

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. 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.

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. 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.

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. Access our FREE Customer Experience Audit Tool: Click here. Grow as a CX Professional with our numerous Resources. Book time with Stacy here.

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 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.

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. 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.

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. 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.

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 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.