Stacy Sherman

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.

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.

So many companies focus on the green, the nines and tens, the people that love you. And they also focus on the detractors, the people that are not happy. But what a missed opportunity. They missed the passives who haven't made a decision yet, who you can bring to the promoter side. But so many ignore them. What a mistake that is. Mm-hmm.

So many companies focus on the green, the nines and tens, the people that love you. And they also focus on the detractors, the people that are not happy. But what a missed opportunity. They missed the passives who haven't made a decision yet, who you can bring to the promoter side. But so many ignore them. What a mistake that is. Mm-hmm.

So many companies focus on the green, the nines and tens, the people that love you. And they also focus on the detractors, the people that are not happy. But what a missed opportunity. They missed the passives who haven't made a decision yet, who you can bring to the promoter side. But so many ignore them. What a mistake that is. Mm-hmm.

Approach them without selling. So what I mean by that is... This happened to be during COVID, but it doesn't have to apply just to a pandemic. We would call our customers and literally stop all surveys that we were doing and literally ask them, are you okay? How are you? And that they remembered that after the pandemic was over. You're the company that actually cared.

Approach them without selling. So what I mean by that is... This happened to be during COVID, but it doesn't have to apply just to a pandemic. We would call our customers and literally stop all surveys that we were doing and literally ask them, are you okay? How are you? And that they remembered that after the pandemic was over. You're the company that actually cared.

Approach them without selling. So what I mean by that is... This happened to be during COVID, but it doesn't have to apply just to a pandemic. We would call our customers and literally stop all surveys that we were doing and literally ask them, are you okay? How are you? And that they remembered that after the pandemic was over. You're the company that actually cared.

You weren't just trying to push a sale, a product, but you were really genuinely, authentically caring. And people notice that you can't fake that.

You weren't just trying to push a sale, a product, but you were really genuinely, authentically caring. And people notice that you can't fake that.

You weren't just trying to push a sale, a product, but you were really genuinely, authentically caring. And people notice that you can't fake that.

It's tremendous. It's part of the equation. And I'll give you an example. My best leaders' bosses had high EQ. I really have honed in on that skill myself. and people see it, you can't fake it. It's like a singer has a great voice, you're born with it. But I do think you can nurture that skill.

It's tremendous. It's part of the equation. And I'll give you an example. My best leaders' bosses had high EQ. I really have honed in on that skill myself. and people see it, you can't fake it. It's like a singer has a great voice, you're born with it. But I do think you can nurture that skill.

It's tremendous. It's part of the equation. And I'll give you an example. My best leaders' bosses had high EQ. I really have honed in on that skill myself. and people see it, you can't fake it. It's like a singer has a great voice, you're born with it. But I do think you can nurture that skill.

So when we talk about EQ, one of the things I tell leaders today is that AI is our reality, it's a tool, it's valuable if you use it in the responsible way. Here's the reality, though, for people, customers and your workforce. There's fear. It's there's real fear. And so the smart high EQ leader is acknowledging that, not ignoring it.

So when we talk about EQ, one of the things I tell leaders today is that AI is our reality, it's a tool, it's valuable if you use it in the responsible way. Here's the reality, though, for people, customers and your workforce. There's fear. It's there's real fear. And so the smart high EQ leader is acknowledging that, not ignoring it.

So when we talk about EQ, one of the things I tell leaders today is that AI is our reality, it's a tool, it's valuable if you use it in the responsible way. Here's the reality, though, for people, customers and your workforce. There's fear. It's there's real fear. And so the smart high EQ leader is acknowledging that, not ignoring it.

So they're helping their team understand this is why we're deploying this particular technology. This is how it's going to help save you time and give you more time to really spend with the customer instead of some of that administrative things. This is how we're going to use it so that you can better train without risk.

So they're helping their team understand this is why we're deploying this particular technology. This is how it's going to help save you time and give you more time to really spend with the customer instead of some of that administrative things. This is how we're going to use it so that you can better train without risk.

So they're helping their team understand this is why we're deploying this particular technology. This is how it's going to help save you time and give you more time to really spend with the customer instead of some of that administrative things. This is how we're going to use it so that you can better train without risk.