Les meilleurs podcasts Doingcxright (2024)

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151. Maximize Customer Lifetime Value -The Power of Deep Specialization | Corey Quinn 23:50

5d ago23:50

23:50

What if long-term revenue stability isn’t about chasing new customers but about deeply understanding and serving the ones you already have? In this episode, Stacy Sherman and Corey Quinn discuss a counterintuitive path to business growth: deep specialization. Discover why focusing on a precise customer can transform your bottom line, build loyalty,…

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150. How To Measure Customer Loyalty: NPS & Beyond | Rob Markey (Replay) 26:50

19d ago26:50

26:50

What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and e…

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149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman 10:37

26d ago10:37

10:37

Are your employees simply completing tasks, or are they accountable for outcomes that delight customers? Discover how shifting from responsibility to accountability can redefine your brand's success. In this episode, three key strategies are explored: emphasizing outcomes over processes, empowering teams to adapt beyond scripts, and providing real-…

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Ep. 148. 8 Laws of Customer Service Success - Blending Tech and Human Connection 28:26

1M ago28:26

28:26

Feeling the pain of disengaged employees and declining customer service? You’re not alone—and we’ve got solutions. In this episode of Doing CX Right, Stacy Sherman sits down with author Blake Morgan to dive into game-changing insights from "8 Laws of Customer-Focused Leadership." Together, they uncover practical, no-nonsense strategies that empower…

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147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt 30:15

1M ago30:15

30:15

What if your team didn’t just show up, but truly cared about every customer interaction? What if blame and excuses were replaced with ownership and pride? Stacy Sherman talks to author Robert J. Hunt about what it really takes to create a culture of accountability. It’s not just about responsibility—it’s about purpose, vision, and giving employees …

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146. AI Meets Human Touch - Redefining Customer Experience | David Singer 30:29

2M ago30:29

30:29

Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human…

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145. Transforming Healthcare - Proven Customer Experience Strategies | Miya Gray 27:35

2M ago27:35

27:35

Is the healthcare system truly designed with patients at the center? In this episode, host Stacy Sherman and Maya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and designing systems that prioritize patient needs. …

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144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman 11:36

2M ago11:36

11:36

Is your company struggling to keep customers loyal and employees motivated? In this special episode of Doing CX Right, Stacy Sherman shares how celebrating CX Day and Customer Service Week can turn these challenges into strengths. Discover why these global events are more than just calendar dates—they’re powerful opportunities to unite your team ar…

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143. Beyond the Deal: Delivering Value That Keeps Customers Coming Back | Bob Burg (Rerun) 26:15

2M ago26:15

26:15

How can businesses effectively communicate and deliver real value? Join Stacy Sherman as she revisits her conversation with author Bob Burg. In this rerun from first 10 episodes, they dive into expert strategies for enhancing both customer and employee experiences, understanding the key differences between price and value, and building genuine conn…

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142. Winning the Customer Service Game - Lessons From Wall Street and The Black Jack Table | Joel Block 29:43

3M ago29:43

29:43

What if the secret to exceptional customer experiences was hidden in a deck of cards? And what if Wall Street's playbook could transform the way you serve clients? Stacy Sherman and Joel Block unpack an unexpected connection: how the strategic thinking behind blackjack and stock trading can elevate your business approach. It's not about satisfactio…

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141. How AI is Shaping the Future of Customer Interactions | Jim Payne 28:09

3M ago28:09

28:09

We're in a new era where AI is reshaping every customer interaction, transforming business models, and redefining customer experience. Companies harnessing AI now will forge unbreakable customer bonds, while those lagging behind risk obsolescence. What does this mean for your business? How can you turn AI from a buzzword into a CX superpower? Join …

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140. Sales Mistakes That Harm Customer Experience and How to Fix Them | David Newman 30:02

3M ago30:02

30:02

Are your sales efforts negatively impacting your customer experience? Wondering how to fix common sales mistakes that hinder long lasting relationships and referrals? In this episode of Doing CX Right, you'll learn how to transform your sales approach to achieve stronger results. Host Stacy Sherman and David Newman reveal solutions for building gen…

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139. Breaking Company Silos: The Secret to Customer Experience Excellence | Katie Webb 31:46

3M ago31:46

31:46

Are your customers truly delighted, or are company silos preventing your understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design? Stacy Sherman and featured guest Katie Webb, Head of Transformation and Innovation at Aflac, share strategies…

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138. The Intersection of Brilliance and Resilience in Customer Service Excellence | Simon Bailey 27:41

4M ago27:41

27:41

Is employee disengagement hurting your business? Could the key to exceptional customer experiences be hiding within your workforce? Stacy Sherman and customer service expert Simon T. Bailey offer game-changing solutions. Discover how to create a workplace that inspires brilliance, fosters creativity, and builds resilience. Simon shares personal ins…

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137. Disney's Proven Insider Tips to Elevate Your Customer Service | Dennis Snow 29:16

4M ago29:16

29:16

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney’s customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create …

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136. Strengthening Customer Relationships: The Power of Tangible Rewards | Mark Stern 30:58

4M ago30:58

30:58

Are loyalty programs dead? Conventional wisdom says digital engagement is king, but what if the key to customer retention is a balance of digital and tangible elements? In this myth-busting episode of Doing CX Right, Stacy Sherman and Mark Stern challenge the status quo of customer relationships. They explore a counterintuitive approach that might …

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135. Curing the Healthcare Crisis: A Prescription for Better Patient Experiences | Sharon Weinstein 30:15

4M ago30:15

30:15

Are patient satisfaction scores truly capturing healthcare quality? How can we better integrate technology to enhance patient experiences? In this episode, Stacy Sherman and Sharon Weinstein tackle these questions head-on, uncovering valuable lessons from the healthcare system that apply to all sectors. Discover the importance of aligning organizat…

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134: Customer Experience Winning Plays: Lessons From Mercedes-Benz Stadium | Harry Hynekamp 29:31

5M ago29:31

29:31

Are your customers feeling like just another face in the crowd? How can you transform their experience into a personalized, unforgettable journey? In this episode, Stacy Sherman and Harry Hynekamp, former VP of Guest Experience at Mercedes-Benz Stadium, unveil the winning plays used to create fanatical customer loyalty in the stadium. Discover how …

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133. The Ripple Effect: How Employee Experience Impacts Customer Loyalty & Referrals | Dan Goodman 28:42

5M ago28:42

28:42

How does employee experience impact customer referrals and brand reputation? Disgruntled former employees sharing negative experiences can deter potential customers, causing revenue loss and reputational damage. This insightful episode uncovers the critical connection between employee treatment and customer advocacy. Stacy Sherman and employee advo…

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132. Building Lasting Customer Relationships: 5 Proven Tactics with Stacy Sherman 14:53

6M ago14:53

14:53

Are you struggling to build lasting customer loyalty? Discover proven strategies on this episode of Doing CX Right. Host Stacy Sherman reflects on an enlightening conversation with marketing legend Seth Godin. Unpack five actionable strategies that can transform customer retention and drive scalable growth. Learn why serving the right customers, cr…

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131. Customer Service and Culture Lesson From LinkedIn’s Sam Stern 33:26

6M ago33:26

33:26

You likely know the importance of a customer-centric culture, but how do you effectively implement and gauge its success? Stacy Sherman and guest Sam Stern, Senior Manager of CX at LinkedIn, answer these questions and more, including why prioritizing customer needs enhances satisfaction, how Bright Spot Analysis can refine your CX efforts, and whic…

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130. Seth Godin on AI, CX, and the Future of Customer Service 35:32

6M ago35:32

35:32

Did you know that "Customer service is free" and that "authenticity is radically overrated"? You might be wondering, what do these provocative claims mean? Uncover these truths in an informative episode of Doing CX Right, where host Stacy Sherman and Marketing genius, Seth Godin challenge traditional notions of customer experience. They break down …

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129. Improving Customer Service and Retention - The DARMA™ Method | Dave Seaton 28:36

6M ago28:36

28:36

Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn h…

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128. Affordable Customer Service Strategies - Classroom to Startup Business | Monica Amadio 30:53

6M ago30:53

30:53

What role does academia play in shaping customer experience? How does CX impact the education industry? What are ways entrepreneurs can implement successful customer service strategies with few resources? This episode provides answers and actionable insights from Stacy Sherman and Dr. Monica Amadio. You'll hear how AI can transform education while …

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127. Customer Loyalty: From Impressed to Obsessed For ROI Growth | Jon Picoult 31:21

7M ago31:21

31:21

Are you struggling to turn satisfied customers into brand loyalists? Discover how to shift from merely impressing to creating customer obsession in this episode of Doing CX Right. Join host Stacy Sherman and guest Jon Picoult as they reveal how crafting standout experiences can accelerate ROI growth. They explain innovative ways to build emotional …

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126. Generative AI Insights - Navigating the Future of Customer Service Experiences | Lior Arussy 31:26

7M ago31:26

31:26

Did you know that a small increase of just 5% in customer satisfaction can significantly boost company revenue? Host Stacy Sherman teams up with customer experience pioneer Lior Arussy to share proven strategies for transforming unhappy clients (detractors) into referring brand advocates (promoters). They'll reveal the economic impact of customer s…

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125. Customer Service Fatigue - How To Prevent and Stop It with Laurie Guest 45:15

7M ago45:15

45:15

Is "service fatigue" plaguing your teams and negatively impacting the customer experience? Do you understand what it means and the damaging effects across the customer journey? Join host Stacy Sherman and her guest, Speaker Hall of Famer Laurie Guest, as you learn Laurie's game-changing "10 Cent Decision" principle and tactics for small yet impactf…

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124. Cultural Intelligence: Improving Customer Service and Relationships | Andy Molinsky 32:29

7M ago32:29

32:29

Do cultural gaps undermine your customer service and business relationships? Listen to this revealing discussion on Doing CX Right with Stacy Sherman and Professor Andy Molinsky. Gain insights into enhancing cultural intelligence to bridge communication divides, avoid missteps, and make meaningful connections with diverse customers. You’ll understa…

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123. The Great Debate: Price Versus Customer Service in Securing Brand Loyalty | Jeremy Hyde 30:38

8M ago30:38

30:38

Are hidden fees eroding your customers' trust? Stacy Sherman teams up with Jeremy Hyde, Director of Customer Service at Sun Country Airlines, to tackle the broader implications of pricing strategies on consumer trust and loyalty, that impact all industries. They explore the role of a la carte pricing in making services more accessible and underscor…

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122: Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships | Bernie Borges 33:27

8M ago33:27

33:27

Struggling to create lasting customer loyalty in today's competitive landscape? Join Stacy Sherman and Bernie Borges as they unveil the secrets to crafting exceptional Customer Experience (CX) journeys that elevate client relationships. They emphasize the power of personalization, seamless content strategies, effective marketing techniques, and gen…

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121. Cultivating Community and Conversations in Customer Service | Thom Singer 32:26

8M ago32:26

32:26

Are digital tools impacting your ability to deliver exceptional customer service? How can technology support, not hinder genuine customer connections? Learn how to cultivate stronger customer bonds on this episode of Doing CX Right, featuring insights from host Stacy Sherman and customer service expert guest Thom Singer. They discuss key strategies…

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120. How to Design Effortless Customer Experience and Remove Roadblocks | Greg Mckeown 39:50

8M ago39:50

39:50

Are complex processes hindering your ability to deliver exceptional customer service? In this week's episode, host Stacy Sherman and author Greg McKeown dive into the power of simplifying work for better outcomes. They debunk assumptions that equate "easy" with "lazy," discuss creating effortless experiences, and highlight reducing complexity throu…

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119. How to Build a Company Culture that Empowers Workers for Optimal Performance | Daniel Goleman 34:09

9M ago34:09

34:09

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 explai…

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118. Lessons from Zappos - Elevating AI Integration for Next-Level Retail Customer Service | Alex Genov 29:30

9M ago29:30

29:30

How can business harness AI to improve customer experience without losing personalization? What strategies can lead to breakthroughs in understanding and serving customers better? Get the answers on Doing CX Right, as Stacy Sherman and Alex Genov from Zappos discuss the transformative impact of AI on customer relations. They dissect the power of AI…

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117. How to increase customer satisfaction by asking the right questions | Marty Grunder 27:40

9M ago27:40

27:40

Are you leveraging every opportunity to delight your customers and staff by asking the right questions? This episode of 'Doing CX Right' with Stacy Sherman and guest expert Marty Grunder, CEO and "Entrepreneur Of The Year," dives into actionable strategies leaders can implement to enhance customer and employee experiences. You'll hear new insights …

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116. Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction with Bryan Adams 25:10

9M ago25:10

25:10

Are toxic employees driving your customers away? Are you struggling with high employee turnover and poor customer satisfaction? Learn powerful strategies from brand experts Stacy Sherman and Bryan Adams about intentionally design candidate and customer experiences that attract talent, reduce attrition, and drive growth through a "Give and Get" phil…

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115. The Analytics Edge - Transforming Customer Insights into Business Wins with Sean Albertson 30:05

9M ago30:05

30:05

Feeling the disconnect in your customer journeys across various channels? Unsure if your team is maximizing AI's full potential? Join host Stacy Sherman and expert Sean Albertson as they unravel the complexities of data and technology barriers. They'll guide you through the effectiveness of enhancing existing channels over adding new ones and revea…

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114. Fanocracy In Business - A New Era For Brand Loyalty with David Meerman Scott 31:32

10M ago31:32

31:32

How does the concept of "Fanocracy" redefine the way businesses approach their customer engagement strategies? Stacy Sherman and David Meerman Scott dive deep into “Fanocracy” - turning fans into customers and customers into vocal fans. They explore why tapping into passionate communities is crucial for today’s businesses in the digital age. And, e…

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113. Setting the Bar - How to Become a Category of One Business with Joe Calloway 31:37

10M ago31:37

31:37

Want to stand out as a category of one in your industry? Curious about the keys to business differentiation? Stacy Sherman and expert Joe Calloway explain how to transcend commodity status and gain insights from leading brands around the world. You'll discover strategies to identify and cater to specific customer needs, the significance of consiste…

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112. Rethinking Customer Service - Why 'Good' Just Isn't Enough Anymore with Lisa Ford 33:10

11M ago33:10

33:10

Are you struggling to create lasting emotional connections with customers? Learn the key differences between customer service and customer experience from leading experts Stacy Sherman and featured guest, Lisa Ford. You'll hear practical strategies to drive loyalty by truly understanding your customers, showing you value them, and creating seamless…

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111. The Fred Factor Effect - Transforming CX from Ordinary to Exceptional with Mark Sanborn 35:46

11M ago35:46

35:46

What does it take to create extraordinary experiences that make customers happier and tell others? Stacy Sherman and featured guest Mark Sanborn reveals proven principles to consistently deliver positive emotion and go beyond the ordinary. You'll learn the 4 principles from his book, "The Fred Factor" focussed on a real-life postal carrier who made…

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110. How Unconscious Biases Influence Your Customers’ Decision-Making Process with Sylvie Di Giusto 33:17

11M ago33:17

33:17

Feeling overwhelmed trying to deliver excellent customer experiences? Struggling with unhappy customers and negative feedback? Stacy Sherman and Sylvie Di Giusto tackle these challenges head-on. They discuss practical strategies for forging strong emotional connections and making impactful first impressions. Learn about understanding customer emoti…

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109. How to Make Your Business Ridiculously Easy to Work With Featuring David Avrin 34:33

11M ago34:33

34:33

Are you aiming to make your business ridiculously easy for customers to interact with? What are the essential steps to reach this pinnacle of customer-centric success? In this episode, Stacy Sherman joins forces with David Avrin, renowned expert in customer experience, to dive into pivotal questions. They explore the nuances of simplifying your bus…

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108. Proving the ROI of Customer Experience Initiatives with Gregorio Uglioni 27:24

12M ago27:24

27:24

What does it really take to do customer experience right in your organization? How can you get leadership buy-in and prove ROI? Host Stacy Sherman poses these questions to international customer experience leader Gregorio Uglioni, drawing on his in-the-trenches experience across healthcare and banking sectors. You'll hear simple yet powerful ways t…

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107. How To Scale Modern Customer Service Experiences for Financial Gains with Andrew Carothers 29:49

12M ago29:49

29:49

Want to digitally transform customer experiences like leading companies? Listen as Stacy Sherman interviews Andrew Carothers on how Cisco evolved from hardware to subscription services. Learn how Cisco aligned CX to recurring revenue models post-pandemic through: Adopting a digital-first approach Removing data silos between teams Implementing AI fo…

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106. User Testing for Elevated Customer Service and Brand Experiences with Andy MacMillan 33:19

12M ago33:19

33:19

Customer empathy is imperative. Many companies struggle to deeply understand users' needs. The good news is that technologies, like User Testing, are transforming how brands gain insights. Companies leveraging tools to gather customer perspectives can quickly provide superior customer service and capture market share. So, what does this mean for yo…

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105. The Power of Generative AI - Transforming Customer Service with Connor Grennan 34:52

1y ago34:52

34:52

Generative AI is transforming customer experiences, but many leaders don't know how to apply it. So, how can you harness generative AI to boost CX? In this episode, Stacy Sherman interviews Conor Grennan, Dean of MBA students at NYU Stern School of Business, to discuss practical strategies for implementing generative AI in customer service training…

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104: When Machines Become Customers - Navigating the New Normal with Don Scheibenreif 30:34

1y ago30:34

30:34

We're entering a new era where machines powered by AI act as customers. It's disrupting business models and transforming customer experience and commerce. Companies preparing now will capture trillions in revenue, while laggards will lose out. So what does this mean for your business? What are the risks and opportunities, and what practical steps c…

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103. Designing Immersive Customer Experiences Based on Leading Brand Case Studies with Joe Wheeler 31:04

1y ago31:04

31:04

How can you intentionally design impactful, immersive customer experiences amid constant digital change? Stacy Sherman and Joe Wheeler share proven strategies based on analysis of real case studies, from successes like Nike to failures of other brands. You'll also hear the latest techniques to blend human connections and digital innovation based on…

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102. Empathy at Scale: Building lasting customer and employee relationships with Natalie Petouhoff 32:57

1y ago32:57

32:57

Are you facing roadblocks in your business, struggling to connect with your customers and adapt to corporate structures? Have you ever considered that empathy could be your solution? Join our podcast host, Stacy Sherman and guest, Natalie Petouhoff, as they embark on a journey into the world of empathy in business. You'll hear how top-performing co…

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