Differentiating Far Beyond Product, Features, or Price

Last Updated November 3rd, 2020

 

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How do you truly differentiate yourself as a business? If your thinking goes straight to your product, features, or pricing, you need to dig a little deeper.

True differentiation occurs far beyond that.

It involves a marriage between the employee experience (EX) and customer experience (CX). And it all begins with gathering employee feedback alongside customer feedback.

The old way of going to market involved designing a product, throwing it out there, putting some sales and marketing muscle behind it, and hoping it sticks. The new approach is to start with the customer by doing a concept validation before investing in a big idea. But you need to take the concept to your employees, too.

Today’s guest on The Customer Experience Podcast, Stacy Sherman, tells you how. And she’s got a “heart and science” approach to the process.

Stacy is the Head of Customer Experience and Employee Engagement at Schindler Elevator and the Founder at DoingCXRight. With a background in account management and years of customer experience coaching, she talks about using the EX/CX intersection to market.

We discuss…

How Stacy views customer experience
How employee experience relates to employee engagement
What effective co-creation looks like
How video promotes engagement
Why video delivers heart and feeling better

 

 

Differentiating Far Beyond Product, Features, or Price

Listen to the entire conversation with Stacy Sherman of Schindler Elevator and DoingCX Right:

 

Hear this episode of The Customer Experience Podcast (and any or all of the others!) by subscribing:

Check out the podcast in your preferred player by clicking one of the links above. Then, gives another click once you’re there to leave a rating – it’s extremely helpful to the show.

 

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Video Highlights: Differentiating Far Beyond Product, Features, or Price

Check out the top five video highlights from the discussion with Stacy Sherman of Schindler Elevator below…

 

1. Definition of CX

 

 

2. Employee Experience and Employee Engagement

 

 

3. The New Way: Co-Creation

 

 

4. Why Video for EX and CX

 

 

5. Heart and Feeling with Video

 

 

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Ethan Beute

Ethan Beute | About The Author

Chief Evangelist at BombBomb, co-author of Rehumanize Your Business, and host of The Customer Experience Podcast, Ethan collects and tells stories of clearer communication, human connection, and higher conversion with simple, personal videos. BA: University of Michigan. MBA: University of Colorado-Colorado Springs. Fresh air & clean water.