184. The Science of Loyalty: Measuring Trust in Customer Relationships | Joe Folkman (Replay)
Stacy Sherman and psychometrician Joe Folkman dive into the crucial topic of measuring trust in business and leadership. They reveal an innovative approach using anonymous 360-degree assessments to accurately gauge trust levels. Learn why self-perceptions often differ from others' views, and how gender and organizational roles impact trust ratings. Discover the three pillars that predict 80% of a leader's trustworthiness and why even a single negative review can significantly affect trust. Plus, you'll gain practical strategies for evaluating customer feedback, employee engagement, and promise delivery as key trust indicators. By the end of this episode, you'll know how to quantify this elusive yet essential business asset. Learn more and subscribe to Newsletter for more insights at:
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183. The Best of Seth Godin on Doing CX Right®
Are you focusing on the right customers? Is your culture creating consistent customer value? Are you leading in ways that actually drive results? In this episode of Doing CX Right®, Stacy Sherman shares five standout takeaways from her conversation with marketing legend Seth Godin. Most brands get customer experience wrong. Seth and Stacy reveal what to do instead—clear, actionable insights that challenge outdated thinking and support long-term growth. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this
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182. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb (Replay)
Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies to help you understand customer needs, the power of experience design, and ways to foster cross-team collaboration. Discover how everyone in your company can play a role in enhancing customer interactions and driving business success. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
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181. Dollars and Sentiment: Measuring the Real Value of Customer Emotions | Patrick McCullough
Many business leaders believe emotional connection is unquantifiable and too fluffy to produce real results. This episode of Doing CX Right challenges that view. Stacy Sherman and Patrick McCullough of Hallmark Business Connections reveal how emotional engagement directly influences revenue, retention, and customer loyalty. Listen to how a retailer’s handwritten card campaign to one million top customers outperformed all other marketing campaigns. Discover how a tool empowered call center teams to turn everyday interactions into loyalty-building experiences. If you think emotions can’t be measured—or don’t affect your bottom line—this episode proves otherwise. Connect with and learn more about innovative approaches to customer experience: Website & Resources: Got questions for Stacy Sherman, reach out at Book time with Stacy through this Access FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous
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180. Hooked On Customers: What Legendary Great Companies Do Right (Replay) | Stacy Sherman
What does it mean to be 'hooked on customers?' How does it propel businesses into action? Stacy Sherman and Bob Thompson, author, and CEO of Customer Think Corp, explore customer-centric businesses and examine how they execute strategies and outperform competitors that you can do too. Learn the five key habits of customer-centric businesses and why having a clear brand purpose is crucial for CX success. Uncover the truth about linking customer metrics to employee pay and why consistency in leadership behavior is the biggest differentiator in CX performance. There are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. Learn more at Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy .
O Doing Customer Experience Right with Stacy Sherman
The Doing CX Right Podcast is a resource for businesses striving to increase revenue, reduce costs, and achieve sustainable competitive differentiation. Companies often pursue these goals ineffectively. This podcast challenges conventional thinking through innovative customer experience (CX) strategies. Each episode offers expert advice, blending human-centric approaches with the latest technology to solve business challenges. The show emphasizes that everyone has a CX role, regardless of job title or function, and provides actionable tactics for a unified effort. Beyond business strategies, you’ll hear inspiring life lessons and personal triumphs, transforming organizations by capturing customer hearts and wallets. This approach results in a win-win-win: delighted customers, empowered employees, and a thriving business.
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