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all know we don’t get a second chance to make ‘em.
And when it comes to Onboarding, a topic that- surprisingly- doesn’t receive a
whole lot of attention, first impressions can make or break it for both Customers
AND Employees. But, not to worry. On this week’s ‘Sweets of CX’
Episode, we brought in expert Stacy Sherman
to shed some serious light on the subject.
her extensive experience in many, varied CX roles, Stacy offers a uniquely
holistic perspective you can’t help but appreciate. And we dug right into that
holistic goodness, beginning at- well- the beginning.
impressions for a customer are, as Stacy puts it, “where they’re first learning
about you…As soon as that experience begins and they become a customer, it is
a consistent, formalized process to
bring them on board…It entails consistency and a LOT of communication, so that
customers know what to expect right after they say ‘I’m a customer. I’m paying
you.’…Right from that beginning.”
for employees? We discuss how the Onboarding Process starts the moment an
offer-letter is provided or accepted…perhaps as early as the minute HR contacts
someone about an opportunity. Even HOW the position is actually posted makes a difference.
Says our expert: “It absolutely has a brand impact.” ALL of it.
get in-depth info on all of the above, as well as some stellar tips on best
practices for the continuing Onboarding process (spoiler: At the center of it? Details,
organization, communication…all that good stuff). We also share some personal
impressions re what impacted our OWN On-boarding experiences, touch on the
importance of continuing global conversations around issues of Diversity and
Inclusion, and- ultimately- return again and again to the simple but
transformational concept of Humanizing Business. Basically, this one is
PACKED with a whole lot of take-away goodies to chew on.
what brands have wowed Stacy? The first is Apple.
(Stacy- like many of us- has “more devices than [she] care[s] to admit”.) But-
good products aside- for her, it’s more about the experience. She applauds the
free learning courses offered, as well as the follow-up call (where they- wait
for it- thought ahead and predicted a pain point for their customers).
She also highlights Trader Joe’s and the
consistently above-and-beyond experiences you can expect there. No argument
here: They’ve raised the bar in a big way. And, according to Stacy, “These wow
moments are why you buy and return and tell others.”
that’s a lasting impression.
can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by
clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.
All of the thoughts and opinions shared by Stacy on this episode are hers and
hers alone. Follow Stacy’s blog at DoingCXRight.com.
Fearlessly dedicated to
revolutionizing & differentiating brands through (CX) Customer Experience
management & measurement. Includes maximizing employee engagement to fuel
customer loyalty and referrals beyond price factors. Achieving record-breaking
Net Promoter (NPS) + Customer Satisfaction results, contributing to
multi-million-dollar revenue growth Y/Y and portfolio protection.
includes leading Sales, Digital Marketing and eCommerce for well known (B2B)
business & (B2C) consumer brands (see jobs). Worked at client sides and ad
agency environments, surpassing acquisition goals while retaining profitable