The Agile Brand: Customer journey management with Stacy Sherman, Doing CX Right

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About the Episode

As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase and post-purchase support, every interaction matters and can make or break a customer's loyalty and advocacy.

Today we’re going to talk about customer journey management - how to do it well, how to measure success, and how to improve it over time. To discuss this topic, host Greg Kihlstrom welcomes Stacy Sherman🎙️🎧 📘, Founder & Chief Customer Officer at Doing CX Right®‬.

ALSO: Congrats to host Greg Kihlström for being named the #1 Marketing Thought Leader in 2024 by Thinkers360

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About Stacy Sherman

A renowned professional speaker and customer experience (CX) expert. Specializes in strengthening loyal relationships between individuals and companies. She’s coached and delivered hundreds of speeches and workshops based on her Heart & Science™ framework that consistently produces tangible results and brand distinction. Stacy's been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Verizon, Liveops, Schindler Elevator Corp, Wilton Brands, AT&T. Recognized repeatedly as a Top 30 Global Guru and a Top 25 CX Thought Leader by ICMI, Stacy is also a W3 award recipient for her Doing CX Right podcast. LinkedIn Learning course and Journey Management book, offering deeper CX insights, are launching in 2024.

Resources

• Doing CX Right website: https://www.doingcxright.com

• PartnerHero: to waive set up fees, go to https://partnerhero.com/agile and mention “The Agile Brand” during onboarding!

• Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com

• Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology

• The Agile Brand podcast is brought to you by TEKsystems. Learn more.

• The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. 

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Here are three key takeaways from our conversation:

1️⃣ Faster Decision Making: Stacy emphasized the importance of having quick access to relevant information. By highlighting what needs attention and what's on fire, businesses can make informed decisions efficiently. This approach ensures that crucial matters are addressed promptly, leading to improved customer satisfaction.

2️⃣ Intentional Customer Feedback: Stacy stressed the significance of actively collecting feedback from customers. She advised paying attention to keywords like "lawyer," "legal," or "lawsuit" to identify potential issues that require immediate attention. By listening to customer feedback, businesses can proactively address concerns and prevent potential legal complications.

3️⃣ Continuous Improvement: Stacy encouraged businesses to continuously strive for excellence in their customer journey. She recommended starting by intentionally listening to what customers are saying about your brand. Whether through intentional data collection or monitoring social media, gaining insights into customer perceptions allows businesses to make informed decisions and refine their customer experience.

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📚 Book Updates

NOW AVAILABLE: Priority is Action: 7 Principles for Better Strategies and Decisions

Thanks to Thinkers360 for naming 2 of our books: The Agile Brand Guide to Generative AI & The Agile Brand Guide to Marketing Measurement & Analytics to their "Top 50 Books to Read in 2024" list!

🎤 Events & Speaking Engagements

2/22: Sparking a Culture of Agility (virtual): Greg Kihlström and Matthew Egol will be co-presenting this webinar on building a customer-centric culture centered on meaningful change.

2/26-28: eTail West 2024 (Palm Springs, CA): Greg Kihlström will be moderating a panel at this premier retail event.

3/6-7: AAMD TechCon (Denver, CO): Greg will be speaking about building a customer-centric brand in a talk based on his book, House of the Customer and doing a fireside chat w/ Adam Chen on the topic of #AI adoption.

3/17-20: Shoptalk 2024 (Las Vegas, NV): More details forthcoming

4/12-13: AAF District 3 Conference (Richmond, VA): Greg will be talking about the impact of AI on marketing and advertising agencies and their clients.

4/30-5/2: Customer Experience Professionals Association (CXPA) Leaders Advance (Denver, CO): Greg will be co-presenting on the topic of customer journey orchestration

5/23: B2B MarCom Summit: Greg will be leading a fireside chat at this inaugural event from Capitol Communicator and Potomac Tech Wire

6/9-11: Pegasystems PegaWorld iNspire 2024 (Las Vegas, NV): More details forthcoming.

6/18: SME 2024 (virtual): Greg Kihlström will be talking about how to turn social media interest into action on a panel at this digital marketing conference. More details forthcoming.

9/10-12: MAICON 2024 (Cleveland, OH): It's (Past) Time for AI Operations. Greg Kihlström will be presenting on the topic of setting up AI Operations to run in parallel with your Marketing Operations.

9/18: AAF South Dakota (Sioux Fall, SD): Greg Kihlström will be speaking about his book, House of the Customer for the AAF South Dakota members in Sioux Falls, SD.

Links: Books | Podcast | Blog | Consulting | Book Greg as a Speaker