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

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 ManagementWhether 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.Timestamps00:00 Introduction to Meaningful Moments in Business00:25 Meet Stacey Sherman: CX Strategist and Author01:38 Explaining Customer Experience to an 11-Year-Old04:05 Unpopular Opinions on Customer Satisfaction06:07 The Role of Chief Customer Officers09:10 Memorable Customer Experience Stories14:46 The Heart and Science Loyalty Model20:15 The Importance of Employee Experience22:14 Stacey Sherman's Podcast and Final Thoughts33:25 Conclusion: Transforming Experiences and BusinessesWant more insights on transforming your business? 🚀 🔔🔥 Hit That Subscribe Button NOW!🎯 Share These Game-Changing Tips with Your Network!👍💭 Like and comment —we'd love to hear your thoughts!Follow Jason S Bradshaw:Website: https://jasonsbradshaw.com/LinkedIn: https://www.linkedin.com/in/jasonsbradshaw/Facebook: https://www.facebook.com/jasonsbradshawInstagram: https://www.instagram.com/jasonsbradshaw/Twitter/X: https://x.com/jasonsbradshawFollow Stacy Sherman: Website: https://doingcxright.com/Podcast: https://doingcxright.com/podcasts/LinkedIn: https://www.linkedin.com/in/stacysherman/Youtube: http://www.youtube.com/@doingcxrightInstagram: https://www.instagram.com/doingcxright/Twitter/X: https://x.com/stacyshermanTiktok: https://www.tiktok.com/@stacysherm