In this episode, guest Stacy Sherman, founder of Doing CX Right, and <a href= "https://www.linkedin.com/in/robmarkey/">Rob Markey</a> discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you’d like to learn more about Stacy, you can find her on <a href="https://www.linkedin.com/in/stacysherman/"> LinkedIn.</a>

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you’d like to learn more about Stacy, you can find her on LinkedIn.

In this episode, guest Stacy Sherman, founder of Doing CX Right, and&nbsp;<a href="https://www.linkedin.com/in/robmarkey/" rel="noopener noreferrer">Rob Markey</a> discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you’d like to learn more about Stacy, you can find her on <a href="https://www.linkedin.com/in/stacysherman/" rel="noopener noreferrer"> LinkedIn.</a>

Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture

The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.

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Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture

Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture

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