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Can you imagine having 84 surgeries before the age of 50? Think about the number. Who could ever survive that physically or mentally except a superhero, and her name is Stacy Hirschberg. Stacy’s journey with disabilities is eye-opening from a customer, employee, and patient perspective.

In honor of International Day of People with Disabilities, I’m bringing Stacy’s stories to life to raise awareness, communication, appreciation, empathy, and more inclusion in and out of the workplace. …


Source: silversurfers.com

Good often comes from bad circumstances. It’s hard to see or feel it as we’re living through the coronavirus pandemic, but past situations prove that we get through tough times as employees, customers, and families having human experiences. The key is reframing our thinking from “I have to” to “I get to” do something new. We need to be intentional about WHAT we focus on and HOW we use our time. I’ve been practicing what I preach.

Over the past week, I contacted dozens of friends from across the globe to hear about what they’re doing to be productive and…


Over the years, I’ve been speaking and writing about the importance of experiences and Wow Moments to drive happy customers and engaged employees. I am a believer in what Maya Angelou says, “People may not recall WHAT you did or the words you said, but they remember HOW YOU MADE THEM FEEL!” Wow Moments create positive emotions that fuel trust, loyalty, and referrals.

A Perfect Example

A while ago, I learned about Shep Hyken and became an instant fan. I love his videos, articles, books and especially his creative comics. I decided to contact Shep recently in hopes to talk about customer experience…


Stacy Sherman Explains The Importance of Employee Satisfaction and Impacts on Customer Experiences. #DoingCXRight.
Stacy Sherman Explains The Importance of Employee Satisfaction and Impacts on Customer Experiences. #DoingCXRight.

It’s no secret that happy employees yield better business results. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. They go hand-in-hand. As leadership expert Simon Sinek says, “Customers will never love a company until the employees love it first. I agree, and also know that creating a great company culture does not happen automatically or overnight. It requires intentional design and ongoing focus. As Thanksgiving approaches, take time to show gratitude at work (not just in your personal life). Walk the talk and keep the momentum going.

10 Authentic Ways To Thank Employees & Impact Customer Experiences:

  1. Send hand-written thank-you…

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What would you do if you witnessed someone being very rude to another person? Would you get involved and help? Would you look the other way? This was the theme of a Dateline NBC show that my daughter and I were on with Natalie Morales. While the Today Show episode was filmed a few years ago, there’s so many valuable lessons that continue to be important. I believe it is worth retelling our experience in hopes to help other people, especially during National Bullying Prevention Month.

To sum up a long story, my young daughter at the time thought she…


Source: Adobe

As we approach the holiday season, I believe it is a good time to discuss product return policies as it directly impacts customer buying decisions. A bad return experience will strongly influence the likelihood that customers will purchase from a competitor’s brand. Also, shoppers determine what stores to buy from based on their understanding return requirements UPFRONT. In my article, I present credible research and actions you can take to gain new customers and keep them loyal.

Consider The Facts: Returns & Customer Experience Impacts

  • According to a UPS survey, “66% of shoppers review a retailer’s return policy BEFORE making a purchase. …

Have you heard about Customer Experience / CX Day? It is a real day. I did not make it up. As you can see below, there was a lot of activity in 2018. In 2019, CX Day will be celebrated on October 1. I am writing this article because I am passionate about people celebrating everywhere this year. As my friend Stan Phelps explains in Forbes, “happy loyal customers do not happen without happy engaged employees.” Consequently, I have been leading CX Day festivities over the years and highly recommend you do too.It is a terrific way to drive awareness…


Source: Adobe

Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a different meaning. The launch of digital apps and websites significantly changed our lives offering more convenience, time savings, expanded product choices, and easier access to offers and promotions. Though there are a lot of advantages to digital shopping, it’s harder for companies to differentiate their brands. Easy ordering and on-time delivery are customary. Free shipping and simple return processes are the norms. When it does not go as expected, then customers get irate, and satisfaction scores decline. …


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Source: Adobe

According to Forrester, “84% of companies aspire to be customer experience leaders, but only 1 out of 5 deliver good or great CX.” Do you ever wonder why that’s true? Well, I have explanations having worked in the Customer Experience (CX) field for many years and a consumer of products and services. I’ve witnessed bad CX and brands who are Doing CX Right. I’m sharing both instances so you can truly be customer-centric, not just say it.

Observation #1:

Companies claim “delivering excellent customer experiences” is important. They even include CX in their mission statements. Yet, they do not provide CX training…


Stacy Sherman Speaks About CX, NPS and DoingCXRight
Stacy Sherman Speaks About CX, NPS and DoingCXRight

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.” Having worked in Corporate America leading customer experience for many years, I have an opinion about this topic, which I share on The Future of Field Services Podcast. During my interview, we discuss several questions including:

  • IS MEASURING NPS…

Stacy Sherman ‬~ DoingCXRight®‬

Imagine always having amazing customer & employee experiences. That’s Stacy Sherman’s mission. Helping business leaders improve satisfaction by DoingCXRight®‬

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