The CX Goalkeeper had a smart discussion with Stacy Sherman
Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon’s WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn’t just talk. She is a doer such as: launching “Women Leaders Making A Difference” community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same time she is Head of Customer Experience & Employee Engagement at a big corporate.
Key learnings:
- It is important to bringing people, i.e., humans, to the table as we are designing, implementing and deploying new experiences
- Technology is not the solution. It helps to e.g., to lower the effort
- Do the basics right and start from the employees
- Diversity and inclusion are a key success factor
- As part of humanizing businesses: ask customers not just the NPS but also get information on their sentiments and feelings
- Level of Effort (LOE) is an important metric
- Reinforce empathy and listening to nurture relationships
How to contact Stacy:
https://www.linkedin.com/in/stacysherman/
Stacy’s gold nugget: “make sure you are not just talking about CX and humanizing business but really doing it. And, while doing it, lead with your heart.”
Thank you, Stacy.
