Sep 26, 2021
Are you using social media to build customer relationships, enhance customer service and gain competitive insights?
Madalyn Sklar, a digital marketing expert with 25 years of experience, starting in the early days of the internet (before social media was a thing), provides customer experience tactics that you likely...
Sep 19, 2021
Stacy Sherman interviews Dan Naiman (HR Lead, Corporate Affairs at Pfizer) about Dan’s human-centric approach to employee and customer experience as well as the importance of creating a corporate culture, where employees feel valued and empowered.
-Look at the human side of change and partner with...
Sep 11, 2021
If you want to be the go-to brand that customers buy from instead of competitors, you must make every interaction point frictionless.
*Why CX is not only for big companies
*How we can ease friction
*What we can do to avoid the hassle for our customers
*How technology is changing our human...
Aug 23, 2021
What does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX?
Stacy Sherman answers these questions with CX Pioneer and 7-time author, Colin Shaw. You'll...
Jul 16, 2021
Net Promoter (NPS) is a popular way to gauge whether your customers are brand advocates (promoters) or dissatisfied (Detractors). Rob Markey, co-founder of the Net Promoter System at Bain, and Stacy Sherman discuss the meaning and evolution of NPS, misperceptions, and ultimate questions to measure customer satisfaction....