Stacy Sherman

And it's cross education, but also awareness and appreciation for let's just take communication as a topic, right? Who is designing, who's deciding what we tell the customer? If it's a promotion, an offer, let's say for some upcoming holiday, great. This team comes up with it, marketing, communications. Then it goes to the website where people can buy. Let's say it's an e-commerce.

And it's cross education, but also awareness and appreciation for let's just take communication as a topic, right? Who is designing, who's deciding what we tell the customer? If it's a promotion, an offer, let's say for some upcoming holiday, great. This team comes up with it, marketing, communications. Then it goes to the website where people can buy. Let's say it's an e-commerce.

And it's cross education, but also awareness and appreciation for let's just take communication as a topic, right? Who is designing, who's deciding what we tell the customer? If it's a promotion, an offer, let's say for some upcoming holiday, great. This team comes up with it, marketing, communications. Then it goes to the website where people can buy. Let's say it's an e-commerce.

Well, that team has to know what's going to be on the website and implement it on the website. And it has to go all the way down the line. Because what happens often is the front end doesn't reach like customer service where someone will call and say, hey, I got an email about this great promotion. Can you apply it? I have some questions.

Well, that team has to know what's going to be on the website and implement it on the website. And it has to go all the way down the line. Because what happens often is the front end doesn't reach like customer service where someone will call and say, hey, I got an email about this great promotion. Can you apply it? I have some questions.

Well, that team has to know what's going to be on the website and implement it on the website. And it has to go all the way down the line. Because what happens often is the front end doesn't reach like customer service where someone will call and say, hey, I got an email about this great promotion. Can you apply it? I have some questions.

And the service team says, I don't know what you're talking about.

And the service team says, I don't know what you're talking about.

And the service team says, I don't know what you're talking about.

No, that is doing CX wrong. And here's the thing, though. While people listening might realize, okay, that's intuitive, right? But also the reality is when I've been in certain companies and I said, let's do this, let's bring the different stakeholders to the table who are in charge of those departments and go through the journey and see the gaps.

No, that is doing CX wrong. And here's the thing, though. While people listening might realize, okay, that's intuitive, right? But also the reality is when I've been in certain companies and I said, let's do this, let's bring the different stakeholders to the table who are in charge of those departments and go through the journey and see the gaps.

No, that is doing CX wrong. And here's the thing, though. While people listening might realize, okay, that's intuitive, right? But also the reality is when I've been in certain companies and I said, let's do this, let's bring the different stakeholders to the table who are in charge of those departments and go through the journey and see the gaps.

A lot of times I would get pushback and say, you know what? We don't have budget for that right now. And I would say, how do you not have budget? How do you, first of all, it doesn't take, this isn't sophisticated technology. This is bringing humans to a room and really solid communication. But time, okay, it takes time to bring people out of their roles. and their day-to-day. And it's a cost.

A lot of times I would get pushback and say, you know what? We don't have budget for that right now. And I would say, how do you not have budget? How do you, first of all, it doesn't take, this isn't sophisticated technology. This is bringing humans to a room and really solid communication. But time, okay, it takes time to bring people out of their roles. and their day-to-day. And it's a cost.

A lot of times I would get pushback and say, you know what? We don't have budget for that right now. And I would say, how do you not have budget? How do you, first of all, it doesn't take, this isn't sophisticated technology. This is bringing humans to a room and really solid communication. But time, okay, it takes time to bring people out of their roles. and their day-to-day. And it's a cost.

It's a cost to actually not do this exercise and this practice because you're losing customers and then you're losing your team who are frustrated and not empowered.

It's a cost to actually not do this exercise and this practice because you're losing customers and then you're losing your team who are frustrated and not empowered.

It's a cost to actually not do this exercise and this practice because you're losing customers and then you're losing your team who are frustrated and not empowered.

Yeah. And it's a sense of what I would call in terms of doing CX right. There's generosity. There's the desire to give more. Yeah. And it's because you are you love the brand and the brand loves you back in action, not just words.

Yeah. And it's a sense of what I would call in terms of doing CX right. There's generosity. There's the desire to give more. Yeah. And it's because you are you love the brand and the brand loves you back in action, not just words.