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Today we’re talking to someone who’ll help you take CX to a whole new level. Here’s how Stacy Sherman, the Director of CX at Schindler Elevator Corporation and Forbes writer, humanizes business inside out.
Stacy Sherman is all about taking CX to a whole new level, which isn’t surprising, seeing that she is the Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. She’s fearlessly dedicated to humanizing business and challenging the status quo to maximize customer satisfaction.
When she’s not at her day job, Stacy is speaking, writing and coaching about DoingCXRight®, which is a journey based framework that maximizes satisfaction through a practical approach.
She is known for being an authentic change agent, leading inclusive work teams, building winning cultures, and humanizing business to drive differentiations beyond price.
Humanizing business inside out
What role does the employee experience play in relation to fostering a great customer experience?
According to Stacey, it’s everything. Everything starts with the employees. Without motivated, engaged employees, there is no happy customer. In the end of the day, people buy from people, and people trust brands based on people.
She believes that we have to start from the inside. We have to provide our employees with the right training, the right coaching, and support. Only then will they service the customers and do the right thing.
What can businesses do to make sure that their employees are more motivated and engaged?
There are a lot of different approaches so let’s start with the basics. As leaders, we have to take time and have a one-to-one with our employees. There shouldn’t ever be a reason why we can’t make time for our people. We really have to listen, empathize, and be there. We have to hear what they’re saying and what they’re not saying.
There’s no cookie cutter approach. We have to remember that celebrating successes is important. And it doesn’t have to be huge gigantic wins. These small acts add up. It’s important to recognize our employees and to say “thank you.”
It’s all about humanizing business, it really helps. Even though we have technology, we have to use it to enhance employee experience. After all, to deliver great customer experience, we can’t forget the human element of it all.
How crucial is it to build personas for the target audience? How can building personas lead to mass customization, increased sales, and better CX?
According to Stacy, it’s essential for customer experience, marketing, for communications department, etc., they all love it. It helps in creating a messing when we don’t know who we’re creating it for.
Persona development is the first step of the CX practice.
After that, we’re then able to create journey maps of the ideal experience for these specific segments. We can’t be everything for everyone so it’s crucial to identify personas.
We have to encourage our teams to learn how to do it. Developing personas helps in determining if a company’s profitable or not. It starts with going to the right people and understanding their needs.
And that’s the key.
We have to know who our audience is before we market and develop products. We have to know who they’re for, and what problems they face. Whether it’s selling, marketing, or communicating, we have to figure out the who, and that’s what humanizing business is really about. It’s about knowing people.
*All views expressed are Stacy's and do not reflect the opinions of or imply the endorsement of employers or other organizations.
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Humanizing business inside out - a Spotify podcast with Stacy Sherman
We hope this helps you humanizing business inside out. Engati CX will be back with a new expert in a new episode soon. Stay tuned.
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