Customer Experience and Design Strategy with Sasheen

💆🏽‍♀️Keeping Your Cool (and Your Customers) When Business Gets Bumpy

Hey Reader Over the last few weeks I’ve noticed more and more businesses speaking out about uncertainty and challenges in their operations. Some are scaling back, others have to lay staff off and some are pivoting their offers. They are going through tough patches in business where everything feels harder — slower sales, tight budgets, burnout creeping in. Yep, we’ve all been there and some of us are experiencing it in real time. And you know who notices first when things go sideways? Your...

22 days ago • 1 min read

🏃🏽 Turbocharge Your CX Service with AI Magic

Hi Reader, Picture this: It’s 8 p.m., your team has clocked out for the day, and a customer’s burning question comes in. Instead of waiting until morning, they’re greeted by your AI agent, which not only answers their query but does so with a friendly tone and wit. That’s the magic of artificial intelligence (AI) in customer experience (CX). It’s important before implementing AI to ensure you have a strong functional CX system and leverage where the AI agent will best be used. Implementing...

3 months ago • 1 min read

🎧 Customer-Centric Basics: Understanding Service, Success, and CX

Hi Reader Let’s talk about three customer-focused strategies that often get mistaken for the other: Customer Service, Customer Success, and Customer Experience (CX). I see projects and job postings that mention these titles often but the responsibilities and roles are mixed up or misrepresented. They might sound similar, but each sector plays a specific and unique role in creating happy customers and smooth experiences. One’s business model and product/service will typically determine which...

3 months ago • 2 min read

➡️Mastering Crisis Management: Keys to Customer Success

Hi Reader In day to day business, crises can happen of all kinds, especially with your customers — but how you handle them makes all the difference. Whether it’s a system outage, a delay in product delivery or service, sales miscommunications or negative feedback going viral, effective crisis management is key to maintaining customer relationships and trust. Consider the below simple strategies for Handling Customer Service Crises: Act Quickly and Honestly. Train your team when to alert...

4 months ago • 1 min read

⚡Strong Client Relationships Are Crucial

Hi Reader If you’ve been putting customer or client care on the back burner, this is your friendly reminder to refocus. Building strong customer relationships isn’t just a nice extra—it’s essential for long-term success and returning clients. Here’s why prioritizing your customers can transform your business: Trust Builds Loyalty Trust is the foundation of lasting customer relationships. When customers feel confident in your transparency, consistent service, and genuine care, they’re more...

4 months ago • 1 min read

The Customer Happy Hour #1 - A Message from Sasheen

Hi Reader I’m Sasheen, founder of SJM Customer Service Consulting Inc., and I’m excited to share this first newsletter with you. I started this business 10 years ago because I’ve seen firsthand how powerful great customer experiences can be—not just for customers, but for business owners and creators like you. Here’s the thing: customer experience isn’t just one piece of your business puzzle. It’s the glue that holds everything together. When your customers feel valued and understood, it...

4 months ago • 1 min read