Stacy Sherman on How to Build Customer-Centric Teams

Creating Superfans

On today's episode of the Creating Superfans podcast, I'm thrilled to be joined by a fellow woman in CX, Stacy Sherman. Stacy is an award-winning keynote speaker, author, advisor, and podcaster focused on Doing Customer Experiences Right as a brand differentiator.

Stacy has held multiple leadership roles at major companies over the past 25 years, such as Liveops, Verizon, Wilton Brands, AT&T, and Schindler Elevator. She brings real-life examples and customer service experience best practices from being in the trenches as a strategist and practitioner. You'll hear us talk about the impact that a job title can have on an employee's performance, how you can teach empathy to your team, and the importance of recognizing and celebrating your customers' and your employee's birthdays.
Show Notes
3:03 - What does "doing CX right" look like to Stacy?
4:42 - Brittany shares the CX lesson she learned while riding the elevator at LEGOLAND
7:42 - Stacy shares about her experiences leading the CX department at Schindler Elevator Corporation
8:09 - How Stacy improved the experience for elevator mechanics, both internally and externally
11:05 - How physical and psychological safety contribute to overall CX
12:38 -Elevator safety tips from Stacy Sherman
15:26 - Why meaningful job titles can improve EX and CX, and Stacy's tips for implementing a new job title
17:23 - A common mistake that Stacy has observed when it comes to EX and CX
18:21 - What would Stacy say to someone who's just starting a Voice of Customer program?
20:51 - The key traits Stacy would look for when hiring front-line employees
23:37 - How has Stacy taught empathy to her teams in her prior roles?
27:09 - Some ways that brands have acknowledged Stacy's birthday in the past
29:13 - Brittany cautions companies to remember the power of personalization when it comes to celebrating your employees' birthdays
30:16 - Stacy shares a story about a brand that completely blew her away with a surprise & delight moment
Visit Stacy's Website
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