Stacy Sherman, a certified customer experience (CX) speaker, author, journalist, advisor, and the award-winning host of the DoingCXRight podcast. Stacy is recognized for her Heart & ScienceTM proven framework, renowned for its ability to generate profitable clients and foster brand loyalty through an empowered and valued workforce. With 25 years of experience as a strategist and practitioner at companies like Verizon, Liveops, Schindler Elevator Corp, Wilton Brands, and AT&T, Stacy has consistently practiced what she preaches. Furthermore, she holds leadership roles on multiple university boards and has been featured in prestigious publications such as Forbes and other top-rated outlets.

Stacy's driving purpose is to cultivate lasting relationships and create meaningful experiences that enrich people's lives.

SHOW SUMMARY

Stacy Sherman joins the Selling from the Heart Podcast to discuss the importance of customer experience in sales. She emphasizes that customer experience and customer service are not the same thing, and that customer experience encompasses the entire journey a customer goes through when interacting with a brand. Stacy introduces the heart and science framework, which blends the emotional and human aspects of business with data and metrics. She highlights the need for sales leaders to break down silos and create synergy between departments to deliver a consistent customer experience. Stacy also encourages salespeople to listen to customer feedback, both solicited and unsolicited, and bring that feedback back to the internal teams to drive improvements.

KEY TAKEAWAYS

• Customer experience is the entire journey a customer goes through when interacting with a brand, while customer service is a part of that journey.
• The heart and science framework blends the emotional and human aspects of business with data and metrics to create a sustainable customer experience.
• Sales leaders should break down silos and create synergy between departments to deliver a consistent customer experience.
• Salespeople should listen to customer feedback and bring it back to the internal teams to drive improvements.

QUOTES

• "Customer experience and customer service are not the same thing."
• "The whole journey matters. If the beginning is fantastic but the end is hard, customers will leave."
• "People buy from people they trust, people they like. It's the authenticity and connection that matter."

Learn more about Stacy Sherman: 
LinkedIn: https://www.linkedin.com/in/stacysherman/
Website: https://doingcxright.com/

Learn more about Darrell and Larry: 

Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/
Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/
Website: https://www.sellingfromtheheart.net/

 

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