Doing Customer eXperience Right‬ In The AI Era | Stacy Sherman

205. Overcome Buyer Skepticism: How To Boost Sales & Retention | Andrew Bertera

How do you get skeptical buyers to choose your products and services over competitors? What does it actually take to earn trust from people who question everything before making a decision? Here is what most leaders get wrong: they assume that scientists, data-driven professionals, and analytical thinkers make decisions based purely on logic. The research says otherwise. Even in the most technical industries, something else is driving the final call. And once you understand what it is, it changes how you approach sales, marketing, and customer experience entirely. In this episode of Doing CX Right®, Stacy Sherman sits down with Andrew Bertera, a scientist-turned-marketing leader at New England Biolabs, to explore what actually moves skeptical buyers from hesitation to commitment. Stacy also shares the results of a LinkedIn poll she conducted, asking business leaders in complex buying cycles, life sciences, technology, and manufacturing, what most often prevents a purchase decision from moving forward. The answer surprised people. Listen to find out what it was and why it matters for your business, even if you are nowhere near the life sciences industry. In this conversation, you will learn: Why are the most analytical buyers not as logic-driven as you think How to turn skepticism into curiosity without overpromising What role do peer validation and credible data play in building trust How to design moments in the customer journey that reduce friction and increase confidence Why a consistent brand experience across marketing, sales, and service determines whether a skeptical buyer stays or leaves How structured and informal feedback loops keep you ahead of what customers actually need The conversation is grounded in life sciences, but the principles apply to any business working to win over careful, skeptical buyers and build loyalty that lasts. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

204. Best Career and Leadership Advice from 30 Women Across Industries

What's the best leadership advice you've ever received or given? In this special episode, host Stacy Sherman brings together 30 accomplished women leaders from across industries to share their valuable wisdom with you. Perfect timing for March and International Women's Day, though leadership insights are timeless no matter when you're listening. From Wall Street traders to customer experience executives, bestselling authors to Fortune 500 leaders, you'll hear accomplished women reveal the insights that helped them navigate challenges, break barriers, and build successful careers. In this episode, you'll learn: • Why believing in yourself is the foundation of all leadership success • How to lead with authenticity without conforming to outdated expectations • The power of "both/and" thinking instead of either/or trade-offs • Why clarity is kindness when giving difficult feedback • How to be direct and compassionate simultaneously • The importance of surrounding yourself with people better than you • Why focusing on the good makes problems shrink • How to balance employee and customer needs without choosing sides • The courage to ask for what you want (because "all they can do is say no") • Why passion is your competitive differentiator Featured Leaders (in order of appearance): • [0:00 - 4:59] Stacy Sherman (Host) - Opens women's leadership topic; shares mom's story & personal advice [1:50 - 4:52] • [4:59 - 5:38] Laurie Guest - Hiring people better than you • [5:38 - 6:24] Lisa Oswald - Personal power & agency • [6:24 - 6:59] Brittany Hodak - Employee experience equals customer experience • [6:59 - 8:17] Michelle Musgrove - Authenticity in leadership • [8:17 - 8:40] Sylvie di Giusto - Choose to be unique • [8:40 - 9:42] Katie Webb - Never lose passion; be the energy you want • [9:42 - 11:02] Eileen Brenner (Stacy's Mom) - Believe in yourself first; take chances • [11:02 - 11:27] Jeanne Bliss - Customer experience leadership • [11:27 - 11:56] Lisa Ford - Be the role model • [11:56 - 12:21] Jackie Yeaney - Make positive impact • [12:21 - 12:59] Wendy Smith - Both/and thinking • [12:59 - 13:07] Cindy Gallop - Leaders put people first • [13:07 - 13:34] Blake Morgan - Every day is a choice • [13:34 - 13:52] Marcey Rader - Hierarchy & boundaries • [13:52 - 14:07] Jacqui Brassey - Work with people you enjoy • [14:07 - 14:51] Sharon Weinstein - Same sheet music • [14:51 - 15:12] Miya Gray - Listen & be open • [15:12 - 15:28] Catherine Sugarbroad - Be fearless • [15:28 - 15:46] Annette Franz - Can't force people to care • [15:46 - 16:09] Nicole Donnelly - All they can do is say no • [16:09 - 17:04] Vannessa LeBoss - Nothing without us • [17:04 - 17:54] Dr. Monica Amadio - Focus on the good • [17:54 - 18:04] Kate Bradley Chernis - Leave silence • [18:04 - 18:49] Joanne Lipman - Side hustles matter • [18:49 - 19:27] Tia Graham - Lead with heart; coach in the moment • [19:27 - 19:49] Cynthia James - Never compromise truth • [19:49 - 21:18] Leslie O'Flahavan - Candor, courage, and kindness in leadership communication • [21:18 - 22:26] Lauren Herring - Focus on the why • [22:26 - 23:06] Madalyn Sklar - Listening is important • [23:06 - 23:30] Vicki Brackett - Be proactive • [23:30 - 23:42] Kerry Bodine - Clear desk, clear mind • [23:42 - 24:49] Tiffani Bova - Balance employee & customer needs • [24:49 - 25:55] Jennifer Lee - Clarity is kindness; compassionate candor Whether you're an aspiring leader, a seasoned executive, or somewhere in between, this episode offers actionable wisdom you can apply immediately to advance your career and lead with greater impact. If you're looking for a speaker at your next event, a content partner, or someone to ensure your team is Doing CX Right for better results, contact Stacy Sherman at https://DoingCXRight.com

203. How To Stop Costly Customer Escalations And Fix The Cause | Stacy Sherman

As companies grow, executive escalations are happening more often, and they're costly. These high-stakes customer complaints reveal broken systems, misaligned teams, and gaps in trust. When ignored, they steal time from your top people, hurt loyalty, and can damage your brand. Stacy Sherman shares her expert perspective on executive escalations through a Doing CX Right® lens. In this episode of Doing CX Right®, Stacy talks with Pablo Payet, Customer Experience and Success Specialist at Granicus, about how to prevent escalations before they start and turn them into opportunities to improve your business. You'll learn how to: Detect patterns and warning signs before escalations escalate Build repeatable processes and escalation playbooks that drive consistency and ownership Design intentional customer journeys that anticipate issues and close feedback loops Align teams across departments to resolve root causes, not just symptoms Listen now to discover practical ways to prevent executive escalations and transform customer pain into trust, loyalty, and long-term growth. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

202. Why "Satisfied" Customers Leave And How To Keep Them | Stacy Sherman

Many leaders still believe high customer satisfaction scores mean the experience is working. That belief creates a costly blind spot: customers say they're satisfied and then quietly leave, taking revenue, renewals, and referrals with them. In this solo episode of Doing CX Right®, Stacy Sherman explores why Customer Satisfaction (CSAT) became the standard, from the University of Michigan's American Customer Satisfaction Index to today's dashboards, and why it no longer predicts loyalty in a world where switching is easy and comparisons are instant. Stacy shares practical ways to drive real customer loyalty: Identify why "nothing went wrong" isn't enough to create memorable experiences Ask questions that reveal what customers truly value Measure behavior: repurchase, renewal, and referral rates instead of opinion scores Redesign onboarding and service touchpoints so customers feel supported, not lost CSAT isn't useless, but it measures baseline competence, not competitive advantage. Listen now to discover why satisfaction is just the starting point, and how to turn customer experience into lasting loyalty. Learn more at DoingCXRight.com and subscribe to the newsletter for more actionable strategies. Book time with Stacy here.

201. Revolutionize Customer Service with AI: How to Make $1M Without Extra Hires | Eric Skeens (Replay)

As companies adopt AI to increase efficiency, they often implement technology before fully understanding their business processes. That blind spot creates tension between IT and customer-facing teams, weakens service quality, and limits profitable growth. In this episode of Doing CX Right®, Stacy Sherman examines this issue through a customer experience lens, sharing her expert perspective on why operational clarity must come before automation. She talks with Eric Skeens, CEO of Three Tree Tech, about how one company increased revenue by $1M using AI strategically, without adding headcount and while keeping service personal. You'll learn how to identify the right moments for AI integration and protect customer data while leveraging it for growth. Get actionable strategies for companies with limited budgets, plus crucial insights on bridging the gap between IT and CX teams. Learn more at DoingCXRight.com. Book time with Stacy through this link.