CX-WISE PODCAST
Peeking into CX Leaders’ Experiences
CX Diaries
Heart-warming customer service stories to inspire you
Ronald's
story
Jackie's
story
Susan's
story
When my team dropped the script, they gained connection.”
Stacy Sherman,
Customer Experience Speaker & Podcast Host, USA
Stacy led a team of contact centre agents that conducted phone surveys and provided customer support.
During the pandemic, however, the script the team used was no longer helpful. Under Stacy’s guidance, the team shifted their focus from their standard script. Instead, they called customers to check in and offer support. “We actually stopped what we were doing and used that time to contact customers to ask, ‘Are you okay?’” Sherman said.
Customers appreciated this genuine approach; it made them feel heard, which in turn made the agents feel fulfilled. “When you do things like that, then people remember. Even when prices go up, you don't lose them. Because they know you're the brand that cares,” she said.
When my team dropped the script, they gained connection.”
Stacy Sherman,
Customer Experience Speaker & Podcast Host, USA
Stacy led a team of contact centre agents that conducted phone surveys and provided customer support.
During the pandemic, however, the script the team used was no longer helpful. Under Stacy’s guidance, the team shifted their focus from their standard script. Instead, they called customers to check in and offer support. “We actually stopped what we were doing and used that time to contact customers to ask, ‘Are you okay?’” Sherman said.
Customers appreciated this genuine approach; it made them feel heard, which in turn made the agents feel fulfilled. “When you do things like that, then people remember. Even when prices go up, you don't lose them. Because they know you're the brand that cares,” she said.
Words to the Wise
Practical advice from the best in the biz.
How do you get customers to share their experiences?
Firstly, understand that sharing doesn't happen by accident, and it doesn't happen just because you ask. Shareable moments unfold when you curate experiences that make your customers feel compelled to take out their phone and capture their experience.
Cultivate the mindset to turn ordinary customer experiences into something exceptional. When you make even the simplest moments stand out, they become share worthy.
You don’t have to go out of your way or blow your marketing budget to please your customers. Being extraordinary just means being a little bit better than ordinary.
Words to the Wise
Practical advice from the best in the biz.
How do you get customers to share their experiences?
Firstly, understand that sharing doesn't happen by accident, and it doesn't happen just because you ask. Shareable moments unfold when you curate experiences that make your customers feel compelled to take out their phone and capture their experience.
Cultivate the mindset to turn ordinary customer experiences into something exceptional. When you make even the simplest moments stand out, they become share worthy.
You don’t have to go out of your way or blow your marketing budget to please your customers. Being extraordinary just means being a little bit better than ordinary.
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