Boy, what a time in the world to talk about customer experience. I've spent hours this week cancelling flights and rental cars because of forced closures and I'm so surprised to hear the lack of human connection in the voices on the phone. I asked Stacy Sherman, a Cx (customer experience) leader to comment on why companies allow this human disconnect in the call center and what we can do about it.
Stacy is a Cx leader, strategist and blogger. When she's not running Cx for Schindler Elevator Corp, she's running a blog, Doing Cx Right, all about humanizing business and leading with a heart. I can tell that comes naturally to her. When I asked how she connects with her team during this lock down, she told me that part has actually been easier than connecting with her teenagers home from college.
Her approach begins with listening, connecting, being conscious of the context and intentional to connect. She's modeling what they need to do to help customers feel safe and cared for right now. I'm a big fan of inspiring more companies to train their people to lead from the inside out, care for customers from the heart and be fully present as humans in the workplace.
That's why I'm so happy to share this podcast with you. You can learn more about the Vivino wine app she talked about here. If you are interested in one of the meditation apps she mentioned, here they are: Calm and Simple Habit. You can find a link to the label of her Kim Crawford Sauvignon Blanc on my Wine Palace.