Stacy Sherman

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.

I love that you said that because let's face it, acquisition sales is sexy. Retention, you know, staying in the relationship, it takes work. And it's not an overnight thing. And it's that consistency and that intentionality. And that's where transformation happens. And so what I help leaders understand is, let me give you a good example to demonstrate what I'm trying to say.

I love that you said that because let's face it, acquisition sales is sexy. Retention, you know, staying in the relationship, it takes work. And it's not an overnight thing. And it's that consistency and that intentionality. And that's where transformation happens. And so what I help leaders understand is, let me give you a good example to demonstrate what I'm trying to say.

I love that you said that because let's face it, acquisition sales is sexy. Retention, you know, staying in the relationship, it takes work. And it's not an overnight thing. And it's that consistency and that intentionality. And that's where transformation happens. And so what I help leaders understand is, let me give you a good example to demonstrate what I'm trying to say.

company I was working for, we would do re-outreach to clients, to customers who had long-term contracts. We would reach out to them a year before the contract would end and gauge how's the relationship going. This was not, oh, you just bought something, the transaction. No, this was relationship. And what we do is we gauged how well are we delivering on the promise?

company I was working for, we would do re-outreach to clients, to customers who had long-term contracts. We would reach out to them a year before the contract would end and gauge how's the relationship going. This was not, oh, you just bought something, the transaction. No, this was relationship. And what we do is we gauged how well are we delivering on the promise?

company I was working for, we would do re-outreach to clients, to customers who had long-term contracts. We would reach out to them a year before the contract would end and gauge how's the relationship going. This was not, oh, you just bought something, the transaction. No, this was relationship. And what we do is we gauged how well are we delivering on the promise?

How much more than satisfaction? Because satisfaction is mediocre. And so we were striving not for mediocre. So the value is that we would gauge where are we falling short and they would tell us. And therefore we had a year to really fix their pain point that we would know about or not know about. Now, when I say we collectively, I would take that feedback.

How much more than satisfaction? Because satisfaction is mediocre. And so we were striving not for mediocre. So the value is that we would gauge where are we falling short and they would tell us. And therefore we had a year to really fix their pain point that we would know about or not know about. Now, when I say we collectively, I would take that feedback.

How much more than satisfaction? Because satisfaction is mediocre. And so we were striving not for mediocre. So the value is that we would gauge where are we falling short and they would tell us. And therefore we had a year to really fix their pain point that we would know about or not know about. Now, when I say we collectively, I would take that feedback.

I'd give it to the right sales team across the globe. It was a global company and follow up and, and ask, what did you do with this information? And then actually go back to the customer and tell them, we heard you.

I'd give it to the right sales team across the globe. It was a global company and follow up and, and ask, what did you do with this information? And then actually go back to the customer and tell them, we heard you.

I'd give it to the right sales team across the globe. It was a global company and follow up and, and ask, what did you do with this information? And then actually go back to the customer and tell them, we heard you.

And what that created was not only again, feel good for the customer, but we retained billions of dollars because of that relationship and caring and not just giving lip service, but really acting upon the feedback. So people miss that opportunity to say, how are we doing? And not just when the contract's going to end. That's too late.

And what that created was not only again, feel good for the customer, but we retained billions of dollars because of that relationship and caring and not just giving lip service, but really acting upon the feedback. So people miss that opportunity to say, how are we doing? And not just when the contract's going to end. That's too late.

And what that created was not only again, feel good for the customer, but we retained billions of dollars because of that relationship and caring and not just giving lip service, but really acting upon the feedback. So people miss that opportunity to say, how are we doing? And not just when the contract's going to end. That's too late.

Yes. I mean, look, I'm going on 30 years of marriage this year. And that did not happen because just one-offs, you know, through the years. This is intentionality. It is everything that we're talking about in CX. It applies to business. If you want people to love you and your brand, it is not a one-night stand. Yeah. Completely.

Yes. I mean, look, I'm going on 30 years of marriage this year. And that did not happen because just one-offs, you know, through the years. This is intentionality. It is everything that we're talking about in CX. It applies to business. If you want people to love you and your brand, it is not a one-night stand. Yeah. Completely.

Yes. I mean, look, I'm going on 30 years of marriage this year. And that did not happen because just one-offs, you know, through the years. This is intentionality. It is everything that we're talking about in CX. It applies to business. If you want people to love you and your brand, it is not a one-night stand. Yeah. Completely.

Yeah, people have too many choices now. And the competitors know it. And a lot of times people leave and they don't even tell you. So you do have a chance to get ahead of it. And one of the other things I would say that is a common miss is Is if you just take NPS, I have many other metrics that I promote champion, but let's just take the basics of NPS net promoter score.