What if you could finally prove that emotions, not just price or product features, are the real drivers of revenue, retention, and revenue growth? Too many leaders know their teams create powerful emotional connections, yet they’re told “emotion is a soft skill” by the very people who control the budgets. That disconnect leaves organizations stuck defending their work instead of proving its true impact.

In this episode, Stacy Sherman changes that conversation. She explains why legacy metrics like CSAT and NPS fall short, and how companies like Hallmark Business Connections translate small emotional gestures into massive financial results. More importantly, she shares a clear framework that shows leaders exactly how to measure emotional ROI and three practical steps you can take this week.

By the end, you’ll see why emotion isn’t a soft skill; it’s the new currency of customer experience and the most strategic advantage your business has.

Learn more at DoingCXRight.com.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy through this link.

Are you facing challenges in achieving optimal team performance and creating memorable customer experiences? Do your leaders leverage emotional intelligence to cultivate a thriving work culture?

Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned expert Daniel Goleman. Together, they explain how emotional intelligence is crucial for maintaining a positive engaging workplace and elevating customer satisfaction levels. Discover effective leadership techniques that prioritize both employee and customer well-being. Learn how to foster an authentic organizational culture, and enhance performance through strategic hiring and empathetic development. For insightful strategies on leading with emotional acumen, visit DoingCXRight.com.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy here.

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty?

In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch.

Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI.

Learn more at DoingCXRight.com.

Grow as a CX Professional with our numerous Resources.

Book time with Stacy here.