Episode released on: March, 11th 2024
Episode number: 169
Energizing Teams, Delighting Customers: Stacy Sherman on Doing CX Right – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.
A Short Description of the Guest
Stacy Sherman is a distinguished voice in the realm of customer experience, focusing on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her own podcast.
Contact Details:
Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/
Stacy’s webpage: https://doingcxright.com/
Stacy’s podcast: https://doingcxright.com/podcasts/
all contact details: https://linktr.ee/StacySherman
Deep Dive into the Content
Humanizing Businesses Through CX
Stacy argues for the importance of humanizing businesses, highlighting that profitability should not overshadow the human element. She shares strategies for enhancing employee engagement, underscoring the need for creating a community within the workplace and beyond.
The Role of Leadership
Leadership stands out as a pivotal force in cultivating a positive organizational culture. Stacy stresses that effective leaders are those who walk in their employees’ shoes, bridging gaps and fostering an environment of open communication and support.
The Power of Pausing
In an era where rapid response is often valued above thoughtful deliberation, Stacy introduces the concept of “pausing” — taking a moment to reflect before acting. This approach, she notes, can lead to more meaningful decisions in both professional and personal contexts.
3 Key Learnings
- Human Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding.
- Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate.
- The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships.
The 3 Best Quotes
- “Humanizing business is not just about profitability; it’s about creating fulfillment for people.”
- “As leaders, we are the glue to the team, and the glue to the organization.”
- “Pausing allows us to show up better for others and for ourselves.”
The Golden Nugget
Reflecting on her experiences, Stacy emphasizes “the power of pausing” as a crucial strategy for personal and professional growth. This notion encourages us to take a step back, evaluate situations, and proceed with clarity and purpose.
Closing remark
This episode is packed with invaluable insights for anyone looking to deepen their understanding of CX and leadership. I encourage you to listen to this episode, follow the CX Goalkeeper Podcast, and engage with us. Your feedback is essential in driving meaningful conversations and content.
We look forward to your feedback and to having you as part of our growing community. Subscribe, follow, and let us know what you think about this episode. Together, let’s explore the human-to-human environment of CX and leadership.
#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast
Keywords:
CX Goalkeeper Podcast, Stacy Sherman, customer experience leadership, transforming CX, humanizing business, employee engagement strategies, leadership in CX, professional growth, customer loyalty, workplace well-being, technology in customer service, organizational culture, personal integrity in business, compassionate leadership, balance professional personal life, customer service insights, CX transformation strategies, leadership advice for change.
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