Episode first aired in 2024. The actionable recommendations apply even more today!

What if your team took full accountability for every customer experience?

Could shifting from blame to ownership be the key to lasting loyalty?

In this episode of Doing CX Right℠, host Stacy Sherman engages in a thought-provoking conversation with Robert J. Hunt, a leader with extensive experience in running CEO peer groups. Together, they dive into the intricacies of accountability and its pivotal role in enhancing customer experience.

What You Will Learn:

• Understanding one's purpose is essential for creating a vision and driving intentional actions.
• Crucial distinction between responsibility, which involves completing tasks, and accountability, which focuses on ensuring customer satisfaction.
• Empowering employees to make decisions independently while providing clear guidelines on when to seek leadership input fosters a sense of ownership and accountability.
• Communication goes beyond words; it involves conveying the purpose and values behind actions.
• Silos within organizations can hinder accountability.
• Implementing metrics to measure how well employees are empowered to solve problems can drive accountability.

The discussion highlights the importance of accountability in delivering exceptional customer experiences. By empowering employees, fostering effective communication, and breaking down silos, organizations can cultivate a culture where accountability thrives. This approach not only enhances customer satisfaction but also contributes to a more engaged and motivated workforce.

Download The Distinctive Business Advantage research report to discover exactly what top-performing companies are doing to drive customer loyalty and sustainable growth, and what you can do as well.

Bring these insights to your company.

Stacy Sherman is available to present the findings and proven strategies at your events, workshops, podcasts, and training sessions. Contact her now.

Episode first aired in Dec 2025. The actionable recommendations apply even more today!

What's the best leadership advice you've ever received or given?

For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost both your business growth and your personal development.

You'll hear powerful lessons from leaders like Seth Godin, Daniel Pink, Jeanne Bliss, Fred Reichheld, Shep Hyken, Daniel Goleman, Mark Schaefer, and many others. Their brief insights here reveal the advice that shaped their success and their approach to supporting every person on their team.

Inside this special episode, you'll gain

• The crucial mindset shift that catalyzed their biggest career growth.
• The essential principles they pass on to rising talent.
• The game-changing perspective they wish they had adopted sooner.
• The practical steps they use daily to create a supportive team environment.

There are countless more actionable strategies shared beyond this show! While this episode is packed with wisdom, the full stories and in-depth advice are in the past 199 shows. Listen and take notes, as you'll find incredible wisdom you can apply today. Also, subscribe on your favorite channel to get notified of NEW episodes that will give you even MORE strategies to elevate your business and personal career too!

This episode is also available to watch on YouTube.

Listed in the order they appear so you can follow the voices as you listen.

Seth Godin • Shep Hyken • Daniel Pink • Wally Feresten • Jay Baer • Fred Reichheld • Rob Markey • Bob Burg • Greg McKeown • Eileen Brenner • Sam Brenner • David Avrin • Mark Sanborn • Brittany Hodak • Joe Calloway • David Singer • Jeannie Walters • Colin Shaw • Kerry Bodine • Jeanne Bliss • Lisa Ford • Mark Schaefer • Joe Pine • Bill Price • Katie Webb • Brian Elliott • Scott McKain • Jackie Yeaney • Josh Bersin • Tiffani Bova • Wendy Smith • Stephen Shedletzky • Sylvie di Giusto • Bill Staikos • Neal Schaffer • Daniel Goleman • Patrick McCullough • Dennis Snow • Neil Hoyne • Simon T. Bailey • Mauro Porcini • Laurie Guest • Cindy Gallop • Zach Picon • Nir Eyal • Sean Albertson • Neal Topf • David Allen • Blake Morgan • Marcey Rader • Michael B. White • Max Ball • David Wachs • Sean Hawkins • Jacqui Brassey • Michael Brenner • Sharon Weinstein • Miya Gray • Joel Block • Mark Stern • Catherine Sugarbroad • Dave Seaton • Jon Picoult • Greg Kihlström • Eric Skeens • Ryan Estis • Ian Golding • Jeff Toister • Matt Dixon • Annette Franz • Stan Phelps • Jim Tincher • Joey Coleman • Dan Gingiss • Miika Mäkitalo • Greg Melia

Download The Distinctive Business Advantage research report to discover exactly what top-performing companies are doing to drive customer loyalty and sustainable growth, and what you can do as well.

Bring these insights to your company.

Stacy Sherman is available to present the findings and proven strategies at your events, workshops, podcasts, and training sessions. Contact her now.

Companies often focus on designing logical, frictionless transactions, but customers base their loyalty on emotion. This fundamental disconnect is driving customer loss. The latest data proves it, and this episode reveals exactly what to do to shift the trend at your workplace.

Across the U.S., customer experience scores recently hit historic lows after four straight years of decline. While 2026 shows a marginal increase, only 26 percent of companies have actually made progress, with the vast majority remaining completely flat. Forrester's Customer Experience Research Leader, Rick Parrish, joins Stacy Sherman to explain the underlying reasons behind this multi-year decline. They discuss what the top-performing companies are doing differently and how to use concrete data to convince budget holders to fund crucial CX initiatives.

Inside this episode, you will learn:

• The Frictionless Trap: Why making an interaction incredibly "easy" still won't guarantee your customers come back.
• The "Delight" Backfire: Why the popular goal of surprising and delighting your customers is usually the wrong target, and which subtle emotions you should be designing for instead.
• Creepy vs. Helpful: The single "inside-out" mistake executives make that instantly turns a personalized experience into a liability.
• The ROI Paradox: The bizarre reason leadership teams routinely dismantle CX programs that are actively generating a positive ROI.
• The Reporting Structure Reality: What a year-long study reveals about where CX leaders actually get the most done and why the most coveted seat in the C-suite can actually delay your progress.
• Scaling the Voice of the Customer: An emerging technological approach to qualitative research that lets you multiply your customer listening without adding a single new staff member.

Download The Distinctive Business Advantage research report to discover exactly what top-performing companies are doing to drive customer loyalty and sustainable growth, and what you can do as well.

Bring these insights to your company.

Stacy Sherman is available to present the findings and proven strategies at your events, workshops, podcasts, and training sessions. Contact her now.