CX Isn’t A Department: Stacy Sherman On Humanizing Every Touchpoint Chats With Jason podcast

CX Isn’t a Department: Stacy Sherman on Humanizing Every Touchpoint

2M ago 34:33

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Customer experience isn’t a department—it’s every interaction.

In this episode of Chats with Jason, I sit down with Stacy Sherman, award-winning CX leader, author, and founder of Doing CX Right®, to dismantle the biggest myths in customer experience and show you what it really takes to earn loyalty in today’s world.

Inside this episode:

🔍 Why “customer satisfaction” is no longer a useful metric

🧠 The emotional secret behind Trader Joe’s legendary CX

🤝 How to stop treating CX like a silo—and make it everyone’s job

📈 Stacy’s Heart & Science™ Loyalty Model decoded

🧰 Low-cost, high-impact moves to transform employee AND customer loyalty

📚 What to expect from her new book: Transformative Journey Management

Whether you're leading a small team or a global brand, Stacy’s insights will help you build experiences that aren’t just memorable—they’re meaningful.

Timestamps

00:00 Introduction to Meaningful Moments in Business

00:25 Meet Stacey Sherman: CX Strategist and Author

01:38 Explaining Customer Experience to an 11-Year-Old

04:05 Unpopular Opinions on Customer Satisfaction

06:07 The Role of Chief Customer Officers

09:10 Memorable Customer Experience Stories

14:46 The Heart and Science Loyalty Model

20:15 The Importance of Employee Experience

22:14 Stacey Sherman's Podcast and Final Thoughts

33:25 Conclusion: Transforming Experiences and Businesses

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Follow Jason S Bradshaw:

Website: https://jasonsbradshaw.com/

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Follow Stacy Sherman:

Website: https://doingcxright.com/

Podcast: https://doingcxright.com/podcasts/

LinkedIn: https://www.linkedin.com/in/stacysherman/

Youtube: http://www.youtube.com/@doingcxright

Instagram: https://www.instagram.com/doingcxright/

Twitter/X: https://x.com/stacysherman

Tiktok: https://www.tiktok.com/@stacysherm

57 episodes