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SIMPLE brand #64: Stacy Sherman - Doing CX Right: Heart and Science-driven Customer Experience


In this week’s episode of the SIMPLE brand podcast,
 I talk with Stacy Sherman, host of the Doing CX Right podcast!

If you want to differentiate your brand, it’s not going to come from your marketing. It’s not going to come from your pricing either. 

The way to differentiate your brand is in the experience you deliver - your customer experience.

Now the concept of CX has been around for well over a decade. So you’d think most brands have it down by now. But sadly too many don’t

Too many brands still don't fully understand what customer experience is [SPOILER ALERT: it’s NOT customer service]. Too many brands don't fully understand where customer experience begins and where it ends. Too many brands don’t fully understand how to orchestrate the entire customer experience while so many customer interactions are owned and managed by different functional areas.

Too many brands don’t understand how to do CX right.

And that’s why I was excited to talk with Stacy Sherman this week.


Stacy is an award-winning certified customer experience keynote speaker, author, Forbes contributor, and founder of DoingCXRight®—a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue through engaged employees.

She’s held leadership roles at major companies like Verizon, Martha Stewart Crafts, Wilton Brands, and AT&T. She’s still leading an active CX role as she’s currently the Head of Customer Experience and Employee Engagement at Schindler Elevator Corporation.

And she’s the host of the DoingCXRight podcast.

Stacy and I talk about her lessons on customer experience and how to have all of your teams bought into it - all so you can ensure that you’re doing CX right.

Some of the topics we discuss include:

  • Her definition of customer experience

  • How many businesses are doing customer experience wrong today

  • The need for validating everything in the customer experience with REAL customers 
  • How to ensure your customer experience is seamless even when the customer interactions are owned by separate teams
  • How the employee experience ties to customer experience

  • How to help non-customer-facing teams buy into the customer experience

  • How to better understand what your customer actually experiences in your customer experience

  • Using deeper listening to create more human connections







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