Implementing Customer Experience Best Practices

Ensuring collaboration is central to a product's success during the UX strategy phase begins with uncertainty about where to start. ➡️ It's important to start by integrating resources and knowledge from various areas of expertise. Here's a combined approach on my experience to get a successful results and great user satisfaction rate 1️⃣ Get Smart Early in the Process: Involvement: Bring in PMs, Engineers, Designers, Researchers, and key stakeholders early to gain insights. Understanding: Focus on the "4W's" (Who, What, When, Where), technical impact, and project scope.
 2️⃣ Learn and Explore: Understanding Customer Needs: Identify customer pain points and their actual needs. Analysis and Metrics: Make assumptions, conduct competitive analysis, and define success metrics and current statistics.
 3️⃣ Define Problem: Validation and Conceptualization: Validate the problem, draft high-level concepts, and define hypotheses for testing.
 4️⃣ Design: Concept Creation: Develop low-fidelity (low-fi) concepts and involve researchers for testing. Collaboration: Show concepts to Tech and PMs, and address technical challenges.
 5️⃣ Re-iterate: Feedback and Refinement: Fix the main journey (happy path), take internal and external feedback, and implement changes. Testing: Conduct another round of testing.
 6️⃣ Hand off to Development: Finalization and QA: Design the final prototype, perform QA testing, and ensure all workflows are correct. Cross-Platform Check: Ensure designs are optimized for all viewports. Approval: Get sign-off from all parties before handing over to development.
 7️⃣ Launch and Monitor: Post-Launch Feedback: After launching, gather feedback through success metrics and third-party tools. Client and User Feedback: Seek feedback from real clients and conduct user interviews. Refinement: Address major feedback issues, prioritize, and monitor. Useful Resources ✅ Ux Vision — A vision is an aspirational view of the experience users will have with your product, service, or organization in the future. https://lnkd.in/gPPY-zPJ https://lnkd.in/g8Rc9pzp ✅ Outcome over Outputs — Work towards purposeful outcomes (problems solved, needs addressed, and real benefits) leads to better results. https://lnkd.in/gAFX_Wxw ✅ OKR in UX — Define objectives and measurable key results to guide and track UX work. https://lnkd.in/gDYvreN2 ✅ UX Goal Analytics — Focus on UX goals to drive analytics measurement plans, rather than tracking superficial metrics. https://lnkd.in/g3QmZqBd #UxStrategy #TransitionToUx #UxCoach #BeAvailable

Your employees think that they're customer centric. But the reality is that your company culture is far from customer centric. What do you do? In my experience at most companies, most employees believe they are customer centric. 📉 But CX scores and measures of customer centricity at those same companies say otherwise, ❓ Who's right? ⚖ Honestly, it doesn't matter. If employees believe they're customer centric, you have to meet them where they are. Instead, the challenge for companies is that they need employees to change behaviors, to be more customer centric. So how can you get employees to change behaviors when they don't feel like they need to? 💡 Bright spots analysis - a powerful technique for culture change. Look closely at the best customer experiences your company delivers today. Then identify what employees are doing that is contributing to that specific great #CX. Those are bright spots. Then recognize, celebrate and highlight other employees whenever they exhibit those same best practice behaviors. By spotlighting the ideal behaviors you want to see, whenever you see them, you bring attention, and create clarity for what great looks like. You also show employees who you recognize what it looks like when they do it themselves. Which then puts it in their hands to figure out how to be customer centric more often. And this aligns with a secret of behavior change. 💡We don't believe our way into new actions. We act our way into new beliefs.  Behavior change is hard. But it's far easier when we have a model for what good looks like, and examples of when we've exhibited the desired behaviors ourselves. Bright spots analysis provides both.

One of the biggest challenges in customer experience (CX) initiatives isn't just getting buy-in—it's making sure communication flows seamlessly across different teams to drive meaningful progress. It's not enough to have passionate people involved; it's about aligning everyone around a shared purpose and ensuring that action follows. I see it all the time—CX councils or teams that meet to discuss customer feedback, but the conversation doesn't always translate into real change. It's critical to go beyond just reviewing the numbers. We need to collaborate, co-create, and drive real impact for our customers. So how do we ensure communication within cross-functional teams leads to action? ▶️Structure your meetings to drive progress. If you have cross-functional buy-in, it's essential to manage those meetings effectively. Make sure that everyone understands their role, the goals, and what success looks like. It's not enough to simply review metrics—what are the actions you'll take based on those insights? ▶️Unify efforts across the organization. In many organizations, different teams—like those working on journey mapping and those focused on customer insights—work in silos. We need to bring those efforts together around your customer experience mission, ensuring that all teams are aligned with a shared definition of success. ▶️Be proactive and resourceful. Don't wait for things to fall through the cracks. Be a resource to your team members, follow up, and offer support where needed. This could mean helping a colleague facilitate a journey mapping session or providing customer feedback to help illustrate a challenge. Communication is key, but proactive support is what drives progress forward. When working cross-functionally, the responsibility doesn't end with the meeting. We need to be deliberate about setting expectations, following up on actions, and ensuring everyone understands how their efforts contribute to the larger customer experience mission. Great communication can turn fragmented efforts into unified progress. Let's make sure we're not just talking about customer experience, but working together to make it happen. How do you ensure effective communication across teams in your organization? Drop your process below! #CustomerExperience #CX #CrossFunctionalTeams #Collaboration #Leadership #Communication #CXStrategy #CustomerJourney

I was just talking to a client about top trends in customer service for 2025. One of the top trends this year is Proactive Customer Service. Don't wait for problems to arise. Proactive customer service is about anticipating needs and providing solutions before customers even realize they have an issue. Think helpful resources, preemptive outreach, and personalized tips. Here's why proactive service matters: It shows you care 💖 You're not waiting for customers to come to you with issues. It builds trust 🤝 Customers feel you're looking out for their best interests. It reduces support volume 📉 Fewer problems mean fewer support tickets. It improves customer satisfaction 😊 Who doesn't love a company that anticipates their needs? Ready to get proactive? Try these strategies: -Analyze customer data to spot potential pain points -Create knowledge base articles for common questions -Send helpful tips via email before customers even reach out -Use AI to predict and address issues early For example, if you notice many customers struggle with a particular feature, why not send out a "Tips & Tricks" email before they get frustrated? Remember, the goal isn't just to fix problems - it's to create such a smooth experience that problems rarely arise in the first place! What's your favorite way to be proactive in customer service? Share your ideas below! 👇

You depend on other departments to serve your customers. Win them over with this three-step process for building alliances. ⚠️ Let's acknowledge other teams can be difficult. They aren't always responsive, helpful, or even easy to work with. It's frustrating, but don't assume... ❌ They're intentionally being difficult ❌ You are their #1 priority ❌ They don't face challenges of their own You know what happens when you assume things, don't you? Here's how to make alliances that will help you win over those other teams and get more done: 1️⃣ Make a list of key people/teams you rely on to do your job. Prioritize these alliances. For example, I helped maintain the company knowledge base in a former role. I needed someone from IT to finalize any changes. Updates could take weeks. Ugh! 2️⃣ Talk to them and learn what *they* need. Focus on their needs first to build trust. I met with the IT team and learned they were struggling to keep up with their workload. The updates were a low priority to them because they behind on other projects that had high visibility with company executives. 3️⃣ Build an alliance where you help each other. Find ways for each team to win. The IT team needed new skills to keep up with their projects. I was the training director, so I found funding and a training source to help them build those skills. (They loved me for that!) This helped me convince the IT team to give me admin rights to the knowledge base so I could make updates on my own and save them time. It turns out, they loved that too. Bottom line: 💡Win over other departments by approaching them as a partner who is ready to make deals.

Overworked Teams, Angry Clients, and Constant Turnover—Sound Familiar? ⁣10 ways to break the cycle for long-term success: ⁣ 1) Stop Treating Employees Like Parts of a Machine ⁣ ↳ Give them autonomy, not just tasks. Let them own outcomes, not just follow instructions.⁣ ⁣ 2) Listen Beyond the Numbers ⁣ ↳ Surveys are helpful, but real conversations uncover what truly matters. Act on what you hear.⁣ ⁣ 3) Invest in Growth ⁣ ↳ Training isn’t a formality—it’s a commitment. Help them grow, or watch them go.⁣ ⁣ 4) Recognize What’s Right ⁣ ↳ Don’t just fix problems. Celebrate successes and those making them happen.⁣ ⁣ 5) Be Transparent ↳ No more secrets. Share goals, struggles, and successes. Trust is built on openness.⁣ ⁣ 6) Make Feedback a Habit ⁣ ↳ Regular check-ins, not annual reviews. Adjust in real-time, together.⁣ ⁣ 7) Reward Loyalty ↳ Recognize and reward those who stay. Show them they’re valued beyond their role.⁣ ⁣ 8) Streamline the Workload⁣ ↳ Cut the unnecessary. Let your team focus on what truly matters.⁣ ⁣ 9) Create a Safe Space ⁣ ↳ Psychological safety isn’t optional. Make it okay to speak up, experiment, and even fail.⁣ ⁣ 10) Lead by Example ⁣ ↳ Want commitment? Show commitment. Your actions set the tone.⁣ ⁣⁣ Want more proven actionable strategies? Watch my #linkedinlearning course: ➡️ https://lnkd.in/e2twJJYk  🔄 REPOST and share insights with your network to spread CX knowledge 👉 🔔 Follow me, Stacy Sherman, for more about Doing CX Right®‬ LinkedIn LinkedIn Learners #customerexperience #customerservice #Contactcenter --

For the last 20 years, we’ve built VoC programs around the same formula: send surveys, wait for responses, analyze, react. It’s clean. It’s measurable. I also think it’s wildly out of step with how customers live and interact every day. Over the next several years, I think VoC shifts from interruption-based to observation-based. Passive signal capture from wearables, devices, connected products, in-app behavior. We’ll have a more honest picture of the customer experience than any survey ever gives us. This data will help us predict what’s about to happen and give every brand the chance to act before the customer ever raises a hand. Leading brands will blend passive signals with targeted, active listening. They’ll also give instant value back to the customer for every piece of data they share, whether it’s volunteered or detected. Everyone else? They’ll still be chasing CSAT responses while fewer and fewer customers fill out surveys. On Monday, here’s where to start if I were you: Compare where you think you’re getting feedback to where customers actually express themselves. Document the gaps. Test one new signal source line app behavior, device data, or voice tone in calls, and see how it changes your insight. Identify how you can route every signal into a system that can respond instantly, not just analyze later. Make every piece of feedback, whether active or passive, trigger something tangible for the customer. Build comfort with behavioral data, machine learning outputs, and multi-signal analysis on your team. VoC is about to stop asking questions and start delivering answers. The only question left is: will your program be ready when the shift happens? #customerexperience #voc #surveys

The 6 most dangerous words in business (and how to overcome them): "That's how we've always done it." It's an attitude that's shockingly common, But that CAN be defeated. This mindset often comes from an innocent place: ↳Comfort - With how things are ↳Stability - "If it ain't broke, don't fix it" ↳Pragmatism - Change takes substantial work ↳Fear - How will this impact me? ↳Efficiency - We've refined a ton to get here: don't muck it up But the reality is: ↳Customers and their preferences are always changing ↳Competitors are always changing ↳Macro forces are always changing So organizations need to always be changing - or they'll lose. The good news: even if your organization is stuck on "that's how we've always done it" - You can overcome it. Here's how: Seek Frontline Feedback ↳Offer multiple channels for employees to give ideas and feedback ↳Explicitly ask for them often - and thank people publicly when they contribute Empower New People ↳Remember that new employees have the freshest perspective and least inertia ↳Tell them this, while asking and empowering them to speak up with ideas or concerns Reward Successful Ideas ↳When someone gives an idea that's implemented, tangibly reward them (bonus, time off, etc.) ↳Celebrate them publicly so others are encouraged to do the same Make Change Cultural ↳Make continuous improvement and growth mindset part of your mission, and emphasize them frequently ↳Put adaptability and risk-taking on your performance evaluations Promote Learning ↳Give employees time to attend conferences, workshops, and trainings that will generate new ideas ↳Invite them to share key takeaways afterward Block Time To Brainstorm ↳Ensure leaders dedicate protected time to evaluate existing processes and plan improvements ↳If this can't happen day-to-day, block time for offsite retreats Highlight Change Successes ↳Tell stories of changes the organization (and other orgs) has gone through before ↳Ensure all employees see the line from changes made to improvements in their job Celebrate Risk Taking ↳Highlight big risks that paid off, emphasizing that the success wouldn't have otherwise happened ↳Ensure risks that fail are treated as learning opportunities, not punished Conduct After Action Reviews ↳After big projects, gather everyone involved for an after action review ↳Talk about what to improve upon - even when things went well Start With Small Wins ↳Seeing is believing, so start small with trials and pilots to get results ↳Let those who participated become your frontline advocates Listen ↳Ask questions to understand what's behind any resistance to change ↳Tailor change efforts and communication based on what you learn Ensure Changes Succeed ↳Resistance to change builds when changes fail, so work overtime to ensure they do not ↳Use strong change management practices: planning, creating buy-in, communicating, reviewing --- ♻ Repost to help your network overcome this mindset. And follow me George Stern for more.

"If you haven't said it, don't expect your people to know it. Communicating is much easier than mind reading." .....Natalie Hochstetter How you communicate is as important as what you communicate. A lack of commitment in your voice or the wrong non-verbal cues can create barriers in your communication that disrupt your messaging. Effective communication is central to our success, as individuals or within our organizations. It's a skill we can hone and refine, and when done well leads to better understanding, improved relationships, and increased productivity. Here are some thoughts on effective communication: As Individuals: Effective communication begins with active listening. Paying full attention to the speaker and not just hearing the words but understanding context, emotions, and intentions. Clear and concise communication minimizes misunderstandings. Using simple language, avoiding jargon and big words, and getting to your point ensures your message is easy to hear and understand. Always put yourself in the other person's place. Understand their perspective, emotional state, and needs. These insights enable you to tailor your communication to their mindset and frame of reference. Ask for and encourage open and honest feedback. Feedback helps anyone improve their communication skills, identify areas for growth, and continually refine their approach. Your body language, tone, and facial expressions are crucial to your message. Be aware of your habits and the signals you send when in direct dialogue with others. Organizationally: Establish transparent and consistent channels for communicating within your team. Ensure everyone knows how and where to share information, concerns, or feedback. Always have a unified message. Discrepancies lead to confusion and mistrust. All team members should agree on and align communications that involve your organization's mission, vision, values and strategic objectives. Invest in training programs to enhance the communication skills of your entire team. Effective communicators should be nurtured to become skilled at leading others. Be prepared for challenging events and circumstances with a well-defined crisis communication plan. Clarity and transparency during a crisis can help to prevent or minimize any damage to your business' reputation. Use the right level of communication to celebrate successes and create a positive communication culture. These moments inspire your teams and reinforce the value of effective communication. According to Tony Robbins, "To effectively communicate, we must realize that we are all different in the way we perceive the world, and we must use this understanding as a guide for how we communicate with others.” Stop reading your people's minds. Communicate directly with them if you want the best results. #CEOs #leadership #communication #execution Communicate better by going here https://lnkd.in/gXpc_pyu

2025 won’t be about what you add, it will be about what you remove. The winners won't be those who add more complexity. They'll be the ones who master the art of removing friction. But, HOW do we do that for both sides of the revenue equation for buyers and customer facing teams? 1️⃣ 𝗛𝗼𝘄 𝘁𝗼 𝗥𝗲𝗺𝗼𝘃𝗲 𝗕𝘂𝘆𝗲𝗿 𝗙𝗿𝗶𝗰𝘁𝗶𝗼𝗻: • Make information discoverable (think Netflix, not library) • Enable self-service exploration (let them learn their way) • Connect every touchpoint (stop asking them to repeat themselves) • Provide instant answers (or better yet, anticipate questions) • Match their preferred buying motion (not your selling motion) 2️⃣ 𝗛𝗼𝘄 𝘁𝗼 𝗔𝗺𝗽𝗹𝗶𝗳𝘆 Customer facing teams 𝗪𝗶𝗻𝘀: • Bring insights to where they work (not another tab) • Surface what's working (and who it's working for) • Automate the routine (so they focus on relationships) • Make best practices obvious (not buried in playbooks) • Connect client signals to seller actions (right action, right time) 3️⃣ 𝗧𝗵𝗲 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 𝗣𝗹𝗮𝘆: • Connect platforms that should talk • Remove duplicate data entry • Automate the predictable • Surface exceptions that need attention Remember: Every extra click Every delayed response Every disconnected conversation Every scattered resource ...is friction that stands between your buyers and their success (and your teams and their wins). True enablement as a concept, not the team, isn't a function or a department—it's a strategic pillar that does two things masterfully: 1. Eliminates barriers that slow buyers down 2. Amplifies what helps sellers win 𝗧𝗵𝗲 𝗥𝗲𝘀𝘂𝗹𝘁𝘀: • Buyers get clarity instead of complexity • Sellers deliver value instead of managing processes • Teams achieve momentum instead of maintaining systems The future belongs to companies who understand that the best technology doesn't add steps—it removes them. The best strategies don't create new hurdles—they eliminate existing ones. Success in 2025 won't be measured by how much you can add to your tech stack. It will be measured by how much friction you can remove from your revenue engine. The real unlock? AI isn't just another tool—it's the invisible thread that weaves everything together: • Maps and predicts friction before it happens (across every journey) • Amplifies human expertise (instead of replacing it) • Learns from every interaction (what works, what doesn't) • Automates the routine (so humans focus on relationships) • Brings insights to every moment (right context, right time) • Connects signals across systems (no more blind spots) Any and all tech that I advise for, promote, consult, or evangelize for does this. Old tech requires people, (buyers and sellers) to go to the tech. AI/new tech GOES TO THE HUMAN. Tech that works seamlessly in your workflow instead of another tab or step will win. My mantra next year? Remove friction. I’m not the best at it, but Dagnabit, I’m working on it. #Enablement #ai