Stacy Sherman – Doing Customer Experience (CX) Right

10/07/21 • 23 min

Stacy Sherman is Director of Customer Experience at Schindler Elevator Corporation and Founder of DoingCXRight

In this episode Lauren and Stacy discuss:

How to leverage the voice of the customer at every interaction to make sure you are making the right decisions to meet their needs

How diversity and inclusion ties into the customer experience

The importance of having champions and mentors that embrace your beliefs or your “why”

The difference between how men and women communicate and what women need to keep in mind to ensure they shine

How individuals can exhibit their passions both in and out of the workplace

Key takeaways:

Customers expect leaders to be approachable and human; take care of them; know their needs; and make them feel valued.

To enhance the customer experience, leaders and employees must remain aware and appreciate the diversity of others to ensure they don’t fall behind.

Having a mentor will help you to build confidence, believe in yourself, know your brand, and define your purpose – you can build upon that to network and grow from individuals within your own company.

By learning the political ways of an organization, the systems and the people, you can leverage your own knowledge and experience to show and tell how your insights are valuable.

Leaders should be in tune with and encourage their employees’ unique needs, this helps build trust and loyalty that leads to employees doing customer experience right, even when the boss isn’t looking.

Women should speak up tactfully when interacting with men who treat them differently in the workplace – by doing it in the right way where people aren’t defensive and can even hear you as helpful.

“Branch out and see opportunities to break silos and work together.” – Stacy Sherman

“Be creative, because that’s what makes you shine... that’s what makes you you.” – Stacy Sherman

Reach out to Stacy at:

LinkedIn: https://www.linkedin.com/in/stacysherman/

Website: https://doingcxright.com/

Reach out to Lauren at:

LinkedIn: https://www.linkedin.com/in/laurenherring/

Facebook: https://www.facebook.com/LaurenHerringCareerExpert

Twitter: https://twitter.com/laurenherring

IMPACT Group Website: www.impactgrouphr.com

Earn Your Worth Website: www.earnyourworthcareers.com

IMPACT Group LinkedIn: https://www.linkedin.com/company/impact-group/

Earn Your Worth LinkedIn: https://www.linkedin.com/company/earn-your-worth-careers/

Get the book, Take Control of Your Job Search here:

Paperback Book: https://amzn.to/3tibaCz

ebook: https://amzn.to/3dk4Cy5

Stacy Sherman is Director of Customer Experience at Schindler Elevator Corporation and Founder of DoingCXRight

In this episode Lauren and Stacy discuss:

How to leverage the voice of the customer at every interaction to make sure you are making the right decisions to meet their needs

How diversity and inclusion ties into the customer experience

The importance of having champions and mentors that embrace your beliefs or your “why”

The difference between how men and women communicate and what women need to keep in mind to ensure they shine

How individuals can exhibit their passions both in and out of the workplace

Key takeaways:

Customers expect leaders to be approachable and human; take care of them; know their needs; and make them feel valued.

To enhance the customer experience, leaders and employees must remain aware and appreciate the diversity of others to ensure they don’t fall behind.

By learning the political ways of an organization, the systems and the people, you can leverage your own knowledge and experience to show and tell how your insights are valuable.

“Branch out and see opportunities to break silos and work together.” – Stacy Sherman

“Be creative, because that’s what makes you shine... that’s what makes you you.” – Stacy Sherman

Reach out to Stacy at:

LinkedIn: https://www.linkedin.com/in/stacysherman/

Website: https://doingcxright.com/

Reach out to Lauren at:

LinkedIn: https://www.linkedin.com/in/laurenherring/

Facebook: https://www.facebook.com/LaurenHerringCareerExpert

Twitter: https://twitter.com/laurenherring

IMPACT Group Website: www.impactgrouphr.com

Earn Your Worth Website: www.earnyourworthcareers.com

IMPACT Group LinkedIn: https://www.linkedin.com/company/impact-group/

Earn Your Worth LinkedIn: https://www.linkedin.com/company/earn-your-worth-careers/

Get the book, Take Control of Your Job Search here:

Paperback Book: https://amzn.to/3tibaCz

ebook: https://amzn.to/3dk4Cy5

Previous Episode

Allison Grealis – Women in Manufacturing

Allison Grealis is President of the Women in Manufacturing Association and Education Foundation, as well as Podcast Host of Hear Her Story

In this episode Lauren and Allison discuss:

Supporting, promoting, and inspiring women in manufacturing careers

How more women can advance to leadership/positions of power in manufacturing

How leaders in manufacturing can address important issues/policies to ensure women feel supported

The impact that Women in Manufacturing Association has made for women in the manufacturing industry

Bridging the gap between challenges for women on the floor as well as in leadership

Key takeaways:

The Women in Manufacturing Association has achieved 2% growth (from 27% to 29%) over the past 10 years for women entering the manufacturing industry and advancing women to positions of power.

Providing constructive and specific feedback is a key leadership quality that is a critical part of development and advancement for women.

Coaching is a critical accelerator for women’s careers – helps to boost confidence, understand how you are perceived, make decisions, determine visioning for your career, and more.

Having female comradery and a sense of community with others that are like you is important to managing daily personal and professional demands.

When doubting your confidence, remind yourself that you have those skillsets and abilities that just need to be harnessed.

Apply for new positions even if you don’t meet all criteria. Be willing to learn new tasks required of a role while finding resources to grow your skills and fill gaps.

“Without feedback, how can we grow as leaders and individuals?” - Allison Grealis

“People are looking for great places to work, places to work where those companies are committed to treating people well, helping the environment, being sustainable, being inclusive of people of all different backgrounds...this is challenging companies to take a look at how they do business.”

- Allison Grealis

Reach out to Allison at:

LinkedIn: https://www.linkedin.com/in/allison-grealis-1a234919/

Hear Her Story Podcast: https://www.womeninmanufacturing.org/news/introducing-wims-new-podcast---hear-her-story

Women in Manufacturing: https://www.womeninfanufacturing.org

Reach out to Lauren at:

LinkedIn: https://www.linkedin.com/in/laurenherring/

Facebook: https://www.facebook.com/LaurenHerringCareerExpert

Twitter: https://twitter.com/laurenherring

IMPACT Group Website: www.impactgrouphr.com

Earn Your Worth Website: www.earnyourworthcareers.com

IMPACT Group LinkedIn: https://www.linkedin.com/company/impact-group/

Earn Your Worth LinkedIn: https://www.linkedin.com/company/earn-your-worth-careers/

Get the book, Take Control of Your Job Search here:

Paperback Book: https://amzn.to/3tibaCz

ebook: https://amzn.to/3dk4Cy5

Next Episode

Joanne Rencher – Growth & Transformation

Joanne Rencher is the CEO and Founder of WGNinHR Consulting and author of the book,

Tough As Nails: Finding Your Voice as a Woman in the Workplace

In this episode Lauren and Joanne discuss:

The different elements of how women find their own voice in the workplace

How you are perceived and how you want to be perceived

The impact that COVID has had on choices people make in navigating their careers

Decluttering your mind to weigh career options and make good decisions

Shifting from fear to facts in making career decisions

Managing imposter syndrome

Key takeaways:

It’s important to lay out your possibilities and think about the steps you will have to take to achieve your goals – separate the WHAT from the HOW to review options and reduce your overall fear.

Stop saying yes to everything. Make sure that you make decisions based on your career goals and intentions while weighing the pros and cons of available options.

Plot out plans for the next 30, 60, 90 days to help you manage transitions and hit milestones.

Find a truth-teller – a coach, spouse, friend, etc. – to help you weigh options and have more fact-based ways to approach conversations.

Open yourself up to being vulnerable with someone you trust and getting feedback that you may not want to hear but need to hear.

Being overprepared in certain areas and closing gaps/being intentional in areas that you don’t know can help you gain confidence, which feeds into a sense of security and crushes feelings of imposter syndrome.

“Dream big but with deadlines.” – Joanne Rencher

“You should get used to the sound of your own voice telling the world how awesome you are.”

– Joanne Rencher

Reach out to Joanne at:

LinkedIn: https://www.linkedin.com/in/joanne-rencher-42205a33/

Website: https://www.joannerencher.com/

Get the book, Tough As Nails: Finding Your Voice as a Woman in the Workplace here:

https://www.amazon.com/Tough-Nails-Finding-Voice-Workplace-ebook/dp/B07MP16B53

Reach out to Lauren at:

LinkedIn: https://www.linkedin.com/in/laurenherring/

Facebook: https://www.facebook.com/LaurenHerringCareerExpert

Twitter: https://twitter.com/laurenherring