Why customer experience is an inside job

Stacy Sherman, award-winning Customer Experience (CX) thought leader and host of the "Doing CX Right" podcast, joins Jochem van der Veer to share her unique perspective on creating exceptional customer experiences. With over 25 years of leadership at major brands like Verizon and AT&T, Sherman brings practical strategies for making CX a company-wide priority.

"Customer experience is an inside job"

Sherman's core message is that CX is everyone's responsibility, not just those with "customer" in their title. She argues the fundamental problem in many organizations is people pointing fingers instead of taking accountability for the customer experience.

"Whether you're in HR, IT, finance, legal, marketing, or sales—everyone has a customer experience role, from CEO to intern," Sherman emphasizes. This mindset shift is critical for creating alignment and a customer-centric culture.

Key insights include:

1. Connect silos: CX can't be confined to a single department. Everyone impacts the customer journey.

2. Enable discretionary effort: Empower employees to go above and beyond, like the Trader Joe's cashier who walked Sherman to her car with an umbrella.

3. Balance tech and human touch: Use data and technology to personalize experiences, but don't lose the human element.

4. Design with customers, not for them: Validate experience designs with real customers before launch to avoid costly mistakes.

5. Prioritize emotional highs: Don't settle for "satisfactory." Create memorable moments that drive loyalty and word-of-mouth.

Sherman's perspective challenges leaders to rethink how CX is integrated across their organizations. By making it an "inside job," companies can unlock the full potential of customer-centricity as a competitive advantage.

For CX professionals looking to drive real change, this episode offers concrete strategies to rally your entire company around exceptional experiences. Sherman’s practical approach and passion for human-centered CX make this a must-listen conversation.

If you want to hear the entire conversation, watch the podcast with Stacy and Jochem on The Experience Edge.

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