Guest Stacy Sherman

The Heart and Science of Customer Experience: A Deep Dive with Stacey Sherman

Welcome to the blog version of my podcast, “Leadership Powered by Common Sense.” I’m your host, Doug Thorpe, and in this post, I’m excited to share the insights from a recent episode where I had the pleasure of speaking with Stacy Sherman, a renowned expert in customer experience. Our conversation delved into the nuances of journey management, the alignment of company culture with customer experience, and the role of AI in customer service.

The Journey to Customer Experience Excellence

Stacy Sherman joined me to discuss the critical importance of customer experience in today’s business landscape. She shared her personal and professional journey, which has been driven by a passion for aligning internal staff with the customer journey. Stacey’s approach is unique as it blends heart and science, ensuring that emotional intelligence and data are both considered in decision-making processes.

Mapping the Customer Journey: A Collaborative Effort

One of the main topics we explored was the concept of journey management. Stacy emphasized the need for cross-departmental collaboration to map out the customer experience effectively. She pointed out that understanding the domino effect of each role is crucial for delivering a seamless experience. This approach helps bridge the gap between a company’s statement of purpose in the market and the actual “walk” of the company culture.

The Domino Effect of Employee Empowerment

We also discussed the impact of employee empowerment on customer experience. Stacy highlighted the importance of creating a supportive community for staff, which can lead to better peer-to-peer education and prevent the need for external support. This internal alignment is key to ensuring that customers do not feel the negative effects of siloed departments.

The Blend of Heart and Science

During our conversation, Stacy advocated for a balanced approach to customer experience, where both emotional intelligence and data play a role. Understanding the “why” behind customers’ decisions is just as important as the hard numbers. I shared my holistic approach to leadership development, which focuses on meeting people where they are and appreciating the human aspect of interactions.

Real-World Examples: Empathy in Action

Stacey provided a compelling example from the elevator industry, where empathy in customer service is paramount, especially in critical situations. We also touched on the limitations and potential of AI in customer interactions, acknowledging its usefulness in training and simulation but also its inability to fully replace the human element.

The Key Touchpoints in the Customer Experience

As we wrapped up our discussion, we focused on journey mapping and the key touchpoints in the customer experience. These include awareness and learning, buying, using the product, payment experience, and customer service. Stacy pointed out the significant impact each touchpoint has on the overall customer experience and the often-overlooked role of finance professionals in shaping it.

A Personal Anecdote: The Upsell Dilemma

I shared a personal experience where a positive interaction with a phone upgrade was soured by aggressive upselling tactics. Stacy offered a different lens, explaining the internal pressures that lead to such situations. This highlighted the importance of having common goals across teams to avoid negatively impacting the customer experience.

Amazon’s Customer-Centric Strategy: A Benchmark

We discussed how Amazon is setting the standard for customer-centric strategies, with their seamless return policies and trust-based system. This approach has led to high customer retention and acquisition, underscoring the importance of trust in the customer experience.

Final Thoughts and Resources

As we concluded the episode, Stacy shared her contact information and resources for those interested in learning more about customer experience. Her website, doingacxright.com, and her course on LinkedIn Learning are valuable tools for anyone looking to enhance their customer experience strategies.


This episode was a treasure trove of insights into the importance of aligning internal staff with the customer journey and the blend of heart and science in customer experience. I hope this blog post has captured the essence of our conversation and provided you with actionable takeaways to implement in your own business.

Remember, the customer experience is not just about the end product or service; it’s about the journey. And as leaders, it’s our responsibility to ensure that journey is as smooth and enjoyable as possible.

Thank you for joining me on this exploration of customer experience. If you have any suggestions for future topics or guests, please feel free to reach out. Let’s continue to lead with common sense and make every customer interaction count.

Guest Bio:

Stacy Sherman is a global award-winning keynote speaker, podcaster, author, LinkedIn learning instructor, and advisor dedicated to helping individuals and organizations differentiate their brands by Doing Customer Experience Right.

Her unique Heart & Science™ methodology blends emotional intelligence with data-driven insights to create exceptional customer loyalty and brand differentiation beyond price competition. With over 25 years of leadership experience across companies like Liveops, Verizon, Schindler Elevator Corp, Martha Stweart Crafts, Stacy has a rich history of nurturing meaningful relationships between people and brands that consistently produce tangible results.

Links :

Podcast: Doing CX Right

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