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Customer experience (CX) is a brand differentiator. By humanizing business and intentionally DOING CX RIGHT, you gain happy customers who continue to buy and refer your brand to others. Stacy Sherman shares her 'Heart & Science™ proven CX framework to help you accelerate loyalty and revenue. She's also interviewing admirable keynote speakers, authors, business leaders across industries who share ACTIONABLE CX strategies and tactics too. Topics include: *Retaining customers and keeping them f ...
Hi there! My name is Stacie and I am a Holistic Health Coach. A few years ago I was so stressed out and my body couldn’t deal with the stress. My anxiety and migraines went out of control and I gained 40 lbs very quickly. My migraines are not the common migraines most people think of. My migraines mimic strokes. My anxiety got so bad, I could barely drive and I was getting to the point where I could barely leave the house. I tried western medicine and unfortunately….or fortunately whichever ...
Inspiring career journeys by sharing stories from those a few steps ahead of you.
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Doing CX Right Podcast
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39. Breaking Silos and Harnessing Data to Improve Customer Experiences with Celia Fleischaker
28:08
28:08
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How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including breaking silos and harnessing data to drive insights and actions that maximize customer engagement? Stacy Sherman and Celia Fleischaker, Chief Marketing Offic…
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Doing CX Right Podcast
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38. Planning For Cryptocurrency & New Technology To Enhance Customer Service Experiences with Adrian Swinscoe
31:05
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31:05
How does blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand out from competitors? Stacy Sherman interviews Adrian Swinscoe, a visionary and author, about business transformation and customer loyalty. He explains how our memories last, especially the bad experien…
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Doing CX Right Podcast
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37. Maximizing Employee & Agent Engagement To Deliver Customer Excellence with Rob Stewart
34:16
34:16
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What does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased staff and customer service agent resignations? Stacy Sherman interviews Robertson Stewart, a University teacher, and business author to provide actionable tactics to address major challenges that com…
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Doing CX Right Podcast
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36. Improving Communication and Rehumanizing Business Through Videos with Ethan Beute
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Business success is dependent on effective communication with customers and employees. Videos are proving to be an ideal way to increase connections and conversions versus plain, typed-out text messages and emails. Stacy Sherman interviews Ethan Beute, Author, and Chief Evangelist at BombBomb, to discuss best practices for leveraging videos to elic…
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Doing CX Right Podcast
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35. Getting To The Next Level Starts With You Featuring Lauren Herring
30:24
30:24
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Customer satisfaction and loyalty are directly correlated to employee happiness. So, how can leaders maximize staff engagement and keep top performers who are skilled at delivering customer excellence? What can each of us do to advance and future-proof our careers, plus achieve more fulfillment at work and in life? Featured guest Lauren Herring, Au…
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Doing CX Right Podcast
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34. Advancing Customer Experiences Through IT Alignment with Michael Buckham-White
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It is no secret that your technology team (IT) is a huge contributor to company success. They impact customer experiences (CX). But how? What are common challenges? How best to achieve cross-department strategic alignment to ensure customer needs are met? Featured guest, Michael Buckham-White, Global Technology Managing Director at Deloitte Informa…
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Doing CX Right Podcast
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33. Reducing Burnout To Deliver Better Customer Experiences with Marcey Rader
31:16
31:16
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Employee and agent burnout is real and impacts their ability to deliver customer excellence. So, how do you banish burnout, retain good people and ensure job satisfaction for long-term success? Featured guest, Marcey Rader, a multi-certified health expert, and three-time bestselling author, joins Stacy Sherman to discuss: -How to identify burnout &…
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Doing CX Right Podcast
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32. Solving Customer Pain Points Through Research, Design and Innovation with Alex Genov
31:38
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Is there a difference between innovation & invention? What can a model customer-centric brand, like Zappos, teach us about achieving real success in a competitive marketplace? Doing CX Right podcast guest Alex Genov, Head of Customer Research at Zappos, provides answers to these questions and explains... ✔️The different types of innovation ✔️4 pill…
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Doing CX Right Podcast
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31. Is Traditional Selling Dead? Getting New Customers The Right Way
35:46
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Are you controlling the narrative so customers find and buy from your brand? Is traditional selling dead? What's the best way to lead teams to win new customers and contract renewals so your business grows the right way? You'll hear answers to these questions and more from an admirable business leader. Sid Meadows explains customer success and CX b…
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Doing CX Right Podcast
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30. Competing for Customer Time, Attention, and Money with Joe Pine
31:09
31:09
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31:09
We're living in an Experience Economy whereby customer needs continue to change. How can you better differentiate your brand and compete for customers' limited time, attention, and money? Featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor explains the five E's to differentiate and make it easy to interact …
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Doing CX Right Podcast
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29. Doing What's Right For Customers While Balancing Internal Processes with Bill Staikos
29:53
29:53
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Your employees’ behavior is your customer experience. You can’t separate them out, says Bill Staikos, Senior VP at Medalia during his interview on Stacy Sherman's Doing CX RIght show. So, how do you lead with excellence? What is the ideal organizational design to best care for your customers? Is the Chief Experience Officer (CXO) role a fad or grow…
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Doing CX Right Podcast
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28. Influencing Desirable Customer Behaviors Through Experience Management with Howard Tiersky
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32:09
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Stacy Sherman interviews Howard Tiersky, author of Winning Digital Customers, about how to drive desirable customer behaviors (buy, refer) as the root cause of business success. You'll hear actionable ways to stay relevant to customers in a world-changing so fast and earn customers' love and emotional commitment. Much entails applying customer rese…
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Doing CX Right Podcast
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27. Differentiating Experiences To Dominate Your Industry with Stan Phelps
29:55
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Your brand today is no longer what you tell people it is. It is the differentiated experience (DX) your employees deliver. It is what you stand for and how your customers feel about you. And most importantly, your brand is what your customers tell others about their experience. Stacy Sherman interviews Stan Phelps, best-selling author of the Goldfi…
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Doing CX Right Podcast
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26. Understanding and Influencing Your Customers' Decisions with Mary Drumond
36:39
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Do your customers think you're deaf? How can you really hear them to fix pain points and impact customers' decisions? Stacy Sherman interviews Mary Drumond, Chief Marketing Officer at Worthix, to discuss these questions. Additional topics include: -What's the value of surveys? Are surveys the best method to understand customers’ perceptions, emotio…
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Doing CX Right Podcast
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25. Creating An Emotional Connection To Gain & Keep Loyal Customers with Jim Tincher
28:42
28:42
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28:42
How hard is it to be your customer? Are you creating emotional connections to gain & keep customers loyal? Employees too? Stacy Sherman interviews Jim Tincher, a customer experience expert, journey mapper, author, and speaker about new ways of elevating retention & brand advocacy. Additional topics include: -Changing a company to be customer-centri…
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Doing CX Right Podcast
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24. Predicting Customers Next Actions (buy, refer, leave) Beyond Traditional Surveys with Matt Dixon
34:19
34:19
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Do you know what your customers and prospects will do after interacting with your brand without having to survey them over and over again? Are you taking control of the customer conversation? How do you make it easier for employees to deliver customer excellence? Featured DoingCXRight® guest, Matt Dixon, co-author of The Challenger Sale, The Challe…
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Doing CX Right Podcast
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23. Turning One Time Purchasers Into Lifelong Customers with Joey Coleman
43:12
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Customer retention doesn't happen automatically to attain company profits. You need to apply the right strategies and tactics for turning one-time purchasers into lifelong customers. Featured guest Joey Coleman, best-selling author, and award-winning speaker explains that building customer loyalty is not about focusing on marketing or closing the s…
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Doing CX Right Podcast
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22. Doing Customer Service Right in 2022 and Beyond with Jeff Toister
34:49
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In order to deliver the best customer service, you need to understand the full meaning and how to do it right. My featured guest Jeff Toister, a best-selling author of four customer service books, and trainer of one million people, shares what elite companies do differently to gain a competitive advantage that you can do too. Topics include: -What …
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21. Minimizing 'Red Tape' to Deliver Better Experiences with Stephanie Thum
30:04
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Have you heard of the term "red tape"? Friction, sludge, no redeeming value are associated terms. Most think red tape pertains just to government, yet it does not and significantly impacts business success. Stephanie Thum and I explain: What is bureaucratic 'Red Tape?' Why it's a customer problem and obliterate employee experiences? What are the ro…
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Doing CX Right Podcast
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20. Building Trusting Customer and Employee Relationships For Long Term Success with Charles Green
41:46
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Trust is a vital element of relationships. So, how do you build trust with employees and customers? How can you be a better leader to gain a sustainable competitive business advantage too? Charles Green has studied and taught the science of becoming a trusted advisor for the last decade. He’s created the Trust Equation™ which includes four principl…
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Doing CX Right Podcast
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19: Eliminating What Customers Hate For Scalable Growth featuring Nick Webb
33:36
33:36
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Do you want to drive fast scalable growth and profitability? Then you must eliminate what customers hate and make happiness your business strategy. My featured guest, Nick Webb, a world-renowned strategist, best-selling author, and inventor with 40 US Patents, provides solutions to help you maximize customer loyalty. During the episode, you'll hear…
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Doing CX Right Podcast
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18. Distinguishing Your Brand In A Hyper-Competitive Marketplace featuring Scott McCain
33:16
33:16
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What to do when ‘Great’ Isn’t Good Enough to Grow Your Business? How can organizations and professionals create distinction to attract and retain customers? Scott McCain, Hall of Fame Speaker, author of "Iconic" and other best-selling books, answers these questions and more through engaging stories. You'll learn actionable solutions to common probl…
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Are We Nearly There Yet?
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What advice would you give your younger self? Episode three
34:33
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What advice would you give your younger self? It’s a questions Professor Andrew Sherry asks of all guests on the podcast series ‘Are We Nearly There Yet?’ As season one draws to close, we thought we’d put all this advice into a few special episodes. We hope you enjoy listening and we encourage you on your career journey! If you’d like to listen to …
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17. What It Takes To Keep Loyal Fans - CX Advice From A Rockstar, with James Dodkins
33:59
33:59
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How do you turn customers into loyal fans? What are customer experience lessons that business leaders can benefit from the music industry? James Dodkins, CX Author and Evangelist at Pegasystems, used to be an actual award-winning rockstar. He played guitar in a heavy metal band and released albums all over the world. He shares strategies and tactic…
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Are We Nearly There Yet?
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What advice would you give your younger self? Episode two
30:38
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What advice would you give your younger self? It’s a questions Professor Andrew Sherry asks of all guests on the podcast series ‘Are We Nearly There Yet?’ As season one draws to close, we thought we’d put all this advice into a few special episodes. We hope you enjoy listening and we encourage you on your career journey! If you’d like to listen to …
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16. Everyday Ways To Live Your CX Mission Featuring Jeannie Walters
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Do you have a customer experience mission? My guest Jeannie Walters, explains why it's important and how it relates to "Creating Fewer Ruined Days for Customers.” During this episode, you will also gain actionable tips to identify and protect "at-risk customers" and 5 ways to reduce churn that is in your control. About Jeannie Walters: she is passi…
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Are We Nearly There Yet?
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What advice would you give your younger self? Episode one
29:14
29:14
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29:14
What advice would you give your younger self? It’s a questions Professor Andrew Sherry asks of all guests on the podcast series ‘Are We Nearly There Yet?’ As season one draws to close, we thought we’d put all this advice into a few special episodes. We hope you enjoy listening and we encourage you on your career journey! If you’d like to listen to …
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Doing CX Right Podcast
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15. Doing Customer & Employee Experience Right In The Digital Age Featuring Steven van Belleghem
33:21
33:21
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What is the future of Customer Experience, Employee Experience and Marketing in the digital age? Steven Van Belleghem, global thought leader and author, explains the influence of new technologies (AI, 5G, Iot…) on customer experience, and the human role in a world of automation (i.e. how to delight customers with an empathetic human touch). You'll …
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Doing CX Right Podcast
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14. Creating a speak up culture for greater fulfillment featuring Stephen Shedletzky
31:53
31:53
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How do you establish a speak-up culture to drive innovation and performance at high levels? Stephen Shedletzky, shares wisdom and best practices based on what he's learned from working for Simon Sinek. We discuss: -Why his mission to drive a speak-up culture. -How it's connected to fulfillment? -What leaders can do to provide psychological safety. …
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You need to savour and appreciate the journey that you go on! Tom Scott, Professor of Materials, Bristol University
36:35
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Tom Scott is a Professor of Materials at Bristol University and also leads two spin out companies from the university: ImiTec, which specializes in the development and manufacture of novel methods for detecting, characterising and mapping radiation and Arkenlight, the Diamond Battery company which develops and manufactures micro-power sources based…
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13. Your Role As An Experience Maker Featuring Dan Gingiss
31:37
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How do you create remarkable experiences for customers that they end up becoming your best marketers? Dan Gingiss, customer experience (CX) speaker and coach answers this question on Stacy Sherman's Doing CX Right podcast plus... *The importance of being an experience maker. Who, why, and what’s it about. *The difference between Customer Experience…
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Are We Nearly There Yet?
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You have to have the confidence to try things out. Sarah Beacock, CEO, Nuclear Institute.
33:55
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Sarah Beacock is the CEO of the Nuclear Institute. She lives in South East London and in her spare time enjoys wildlife in the garden and birdwatching. Sarah grew up in South London and really enjoyed school as a child. She also enjoyed ballet and gymnastics and joined the school hockey team. After school, Sarah went to study Environmental Science …
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12. Delivering Unforgettable Experiences Featuring Ryan Estis
32:21
32:21
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How often do you pause and think about how a simple gesture or interaction impacts a colleague, customer, friend +. Ryan Estis helps company leaders and individual contributors embrace change and achieve breakthrough performance. Most importantly, he teaches how to deliver unforgettable experiences. His true stories will touch the core of your hear…
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Are We Nearly There Yet?
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Lead by example and be prepared to do anything that you expect your team to do! Jean Llewellyn, Non-executive Director, ONR and the World Institute for Nuclear Security
29:00
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29:00
Jean Llewellyn is a non-executive director for the Office for Nuclear Regulations (ONR) and for the World Institute for Nuclear Security. Jean is active in her free time and likes travelling, mountaineering and cycling and is partial to wining and dining too with her husband. Jean grew up in Stockport with her two older brothers. After sixth from J…
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11. How Attention Pays™ For Productivity, Accountability & Profitability Featuring Neen James
32:20
32:20
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32:20
We often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better customer and employee experiences. Although it sounds mundane, it is paying attention that drives productivity, accountability, and ultimately increased profitability. My guest Neen James, author of 9…
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We all have our own struggles, weaknesses and doubts. Stacy Snook, Insider Threat Mitigation, Sellafield Ltd
32:29
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Stacy Snook is a Nuclear Security Professional specialising in Insider Threat Mitigation at Sellafield Ltd and an Ambassador to the World Institute for Nuclear Security (WINS). Stacy was born and grew up in Johannesburg, where she felt she lived in an international community which she described as good fun. After six years, Stacy and her family the…
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Are We Nearly There Yet?
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Grasp every opportunity that comes along with both hands, give it 100% and be wholehearted. Claire Flint, Senior Independent Director
33:39
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Claire Flint is a Senior Business Leader and a Non-Executive Director for a number of organisations including the National Nuclear Laboratory (NNL), Oxford University Hospitals NHS Foundation Trust. Claire lives in Oxford and enjoys walking in the countryside and grows vegetables in her garden. Claire’s favourite subject was History whilst she was …
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10. Communicating and Delivering Real Value Featuring Bob Burg
26:23
26:23
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In business, your primary focus must be the value you provide to customers. Value is what makes people trade their money for a service or a product. My guest, Bob Burg, Hall of Fame Keynote Speaker and Bestselling Coauthor of “The Go-Giver" says "money is simply an echo of value. It's the thunder to values’ lightning." We dive deep into how compani…
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Are We Nearly There Yet?
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Try to find that correlation in everything you do. Jon Salthouse, Content Director, Owl Live
32:19
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Jon Salthouse is currently the Content Director for Owl Live, which is a Brand Experience Agency specialising in employee engagement, training and events. Jon has had over 10 years of experience of working in engagement with companies such as Google, EY and Toyota. Outside of his career Jon has an interest in classic cars, cycling and photography. …
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Are We Nearly There Yet?
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Innovation is all about trying something new that creates value, it doesn‘t need to be new to the world, it just has to be new to you. Sara Huntingdon, Head of Innovation, NDA
38:46
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Sara Huntingdon is the Head of Innovation in the Operations and Performance Improvement Directorate at the NDA Corporate Centre. She lives in Cricklade near Cirencester and has been building a house with her husband Mike. In her spare time, Sara loves baking. Sara grew up in Lindley, Huddersfield with her parents and sister. During her A-level, Sar…
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9. How To Hug Your Haters & Make Customers Love Your Brand Featuring Jay Baer
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32:33
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Too many companies invest too much money to acquire new clients instead of making current ones your volunteer marketers. My guest, Jay Baer, 6x author and Hall of Fame speaker shares leadership and business tips about: *How to 'Hug Your Haters' and why ("Don't whine about customers giving bad reviews, hug them for helping you become better at what …
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8. Aiming High - Mental Health & Business Impacts Featuring Darren Prince
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Did you ever have an extreme experience that changed the course of your personal and professional life? My guest, Darren Prince, best-selling author of Aiming High has achieved much fame, monetary success, and deep lows from drug addictions. Highlights: *What Aiming High means and lessons learned *How to overcome imposter syndrome *Leadership advic…
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7. Creating and Leading A Customer-Centric Workplace Featuring Ashok Ramachandran
24:49
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How do you create and maintain a customer-centric culture where everyone cares about doing right for customers even when no one is looking? The answer: it starts with human focussed leaders at the top. Ashok Ramachandran, CEO, and President at Schindler Elevator Corporation-India, is known for leading organizations to achieve profitable success whi…
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It‘s okay not to have a plan, just going with the flow is alright! Being adaptable and applying your skills to different environments is key. Beccy Pleasant, Head of Nuclear Skills, NSSG
36:40
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Beccy Pleasant is Head of Nuclear Skills at the Nuclear Skills Strategy Group (NSSG). Beccy lives in Anglesey in North Wales. She enjoys her countryside walks and runs which offsets her love of cooking. Beccy also finds time to runs a small holding, aiming for self-sufficiency in meat and vegetables. She is also Vice-Chair of Governors of Llangefni…
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6. Leveraging Social Media For Customer Service & Competitive Insights Featuring Madalyn Sklar
29:19
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Are you using social media to build customer relationships, enhance customer service and gain competitive insights? Madalyn Sklar, a digital marketing expert with 25 years of experience, starting in the early days of the internet (before social media was a thing), provides customer experience tactics that you likely never knew. Huffington Post has …
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Are We Nearly There Yet?
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Be the best you can be, and give people the realisation that there are opportunities out there for them. Rebecca Weston, COO, Sellafield Ltd
33:09
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Rebecca Weston is the Chief Operating Officer at Sellafield Limited and is accountable for programme delivery and performance of the nuclear site. Rebecca grew up in Skegness and now lives in West Cumbria with her wife Tanya and toddler Max. Rebecca went to Oxford University to study Physics. Rebecca enjoyed every moment of her time at Oxford Unive…
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5. Bringing The Human Back In Human Resources Featuring Dan Naiman
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Stacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan’s human-centric approach to employee and customer experience as well as the importance of creating a corporate culture, where employees feel valued and empowered. Key Takeaways: -Look at the human side of change and partner with leadership to drive an employee expe…
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Are We Nearly There Yet?
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If you want to get something in life, then you‘ve got to set your mind to achieving it. Tom Samson, CEO, Rolls-Royce SMR Consortium
39:59
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Tom Samson is the Chief Executive Officer (CEO) of Rolls-Royce SMR Limited. He has over 30 years of experience in the power industry in various senior level executive positions in the UK and internationally. Tom began his career as a Chartered Engineer at GEC Alstom designing combined cycle gas fired power plants before joining Marubeni Corporation…
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4. How To Create a Frictionless Experience To Get and Keep Customers Loyal Featuring Adam Toporek
28:34
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28:34
If you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless. Episode Highlights: *Why CX is not only for big companies *How we can ease friction *What we can do to avoid the hassle for our customers *How technology is changing our human connection with customers *How we can co…
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Are We Nearly There Yet?
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Life can only be understood backwards but must be lived forwards. Melanie Brownridge, Technology and Innovation Director, NDA
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Melanie Brownridge is the Technology and Innovation Director at the Nuclear Decommissioning Authority (NDA). Melanie lives in West Cumbria with her husband, Martin, and two teenage girls. In her spare time she likes to walk in the glorious countryside of the Lake District and to play her cello, piano and double base. Melanie was born in Chester but…
