30: Engage Customers and Employees With Stacy Sherman

Management Blueprint

English - March 09, 2021 01:30 - 33 minutes - 38.7 MB - ★★★★★ - 33 ratings
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Previous Episode: 29: Leverage NFL Systems with Shawn Harper

Next Episode: 31: Clean up Your Corporation With Garrett Sutton

Stacy Sherman is the founder and owner of Doing CX Right, a company devoted to refining customer experience and employee engagement. She is also the head of customer experience at Schindler Elevator and a customer experience advisory board member for leading colleges including the University of Richmond. We discuss why customer experience is crucial for business success and how leaders can improve customer satisfaction through employee engagement.

Timestamps

[01:15] How to become a customer experience expert

[03:04] Defining customer voice

[04:45] How to turn your customer's voice into a customer journey map

[06:11] The process of understanding customer needs

[09:20] Humanizing a business and why it's important

[10:51] How to balance automation and human involvement throughout a customer's journey

[13:45] How to humanize your employee experience

[16:30] Defining ‘leading from the heart' and how it can be scaled

[19:00] Stacy's take on the ideal employee journey

[21:20] The relationship between engaged employees and customer satisfaction

[23:20] How to measure and improve employee satisfaction