Show Notes

Join Andrew Lees and Clint McPherson as they sit down with Stacy Sherman and talk about creating the ultimate customer experience. Stacy Sherman is the former Manager of Customer Experience (CX) at Verizon and the current Director of CX at Schindler Elevator. She is also a Forbes writer, author, mentor, speaker, and founder of DoingCXRight®. She shares the importance of providing authentic experiences, both for your customers and employees. 

In this episode, you’ll learn:

  • You need to walk in your customer's shoes in order to map out an excellent customer journey. 
  • The internal culture within your business directly affects the external culture you provide to your customers. 
  • Word of mouth is still one of the most powerful forms of advertising. 
  • You don’t have to do retargeting and hardcore selling. Focus on real, authentic conversations!
  • People pay for the experience, not just the product. 
  • You have to manage the expectation of customers through open communication. Silence is not an option. 

About Stacy Sherman:

Stacy is known for fearlessly HUMANIZING business, differentiating brands beyond price, and leading with a heart. She doesn’t just talk about it. Stacy's taking actions and making an impact as Director of Customer Experience (CX) & leading Employee Engagement at a global corporation, Schindler Elevator. (Formerly CX leader at Verizon). She's building & leading a talented team, implementing profitable programs, and partnering with 60+ sales offices to deliver customer excellence. Through collaborative efforts, she’s achieving record-breaking Net Promoter Scores (NPS), +6% Y/Y growth, and $2 billion portfolio protection. In 2020, Stacy spearheaded a CX customer-centricity award for the company and achieved a Finalist ranking. 

When not at work, you'll find Stacy writing for Forbes, mentoring, blogging, speaking at events & working on her third book. Her proudest role & achievement = being Mom!

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