In a recent LinkedIn post, Stacysherman explores the multifaceted aspects of customer experience (CX) in the context of the upcoming 2026 FIFA World Cup in New Jersey. Sherman emphasizes that the event’s success hinges not just on the soccer matches themselves, but on the seamless experiences provided to both visitors and local businesses leading up to and during the tournament.
Sherman highlights the critical moments that define a fan’s experience, stating:
“People are expecting a thrilling soccer tournament, but that’s not all. They will need clear directions, accurate wait times, and easy food ordering. simple entry instructions, quick responses, and help when errors occur. Those moments define the experience.”
The Dual Role of Businesses and Visitors
Sherman argues that both local businesses and the visitors themselves play a pivotal role in shaping the overall perception and memory of the event. For local businesses, preparation and proactive customer service are key. According to Sherman, businesses need to equip their employees with the tools and training to handle predictable issues.
Key Business Strategies for Enhanced CX
Sherman outlines several actionable strategies for businesses to implement:
- Train employees to anticipate and address common problems.
- Provide staff with specific language for handling upset or confused customers.
- Ensure essential information like hours, directions, wait times, policies, and entry procedures are readily accessible.
- Deploy visible staff in areas where assistance is most likely to be needed.
- Empower employees to resolve minor issues quickly.
As Stacysherman notes, empowering employees to solve problems efficiently can significantly enhance customer satisfaction during high-pressure events.
Visitor Responsibility in Experience Management
Conversely, Sherman also points out the responsibility of customers and visitors in managing their own experience. This includes thorough pre-event planning and respectful interaction.
“Check routes, parking, transit, walking distance, & bag rules before leaving. Build in extra time for traffic, lines, security, food, and rideshares. Keep tickets, confirmations, addresses, and backup plans easy to access. Ask clear questions instead of taking out frustration on workers. Treat employees and the people around you with respect.”
Sherman’s advice emphasizes the importance of proactive planning and a positive attitude from attendees to ensure a smoother experience for everyone involved.
Broader Implications of Customer Experience
The lessons derived from preparing for a major event like the World Cup extend far beyond New Jersey, according to Sherman. The core message is that every interaction reflects a company’s commitment to serving its customers and how individuals treat one another.
“Every experience reflects how companies serve people and how we treat each other.”
Sherman concludes by inviting further discussion, asking readers what they would add to the list of strategies for enhancing customer and visitor experiences. The post also includes a personal anecdote about a photo, reinforcing that real-world experiences and lessons learned, particularly in the realm of Customer Experience, remain paramount, even in an AI-driven era.
📝 About This Content
This article is based on insights shared by Stacysherman on LinkedIn.
📅 Originally posted on June 4, 2026 | View original post on LinkedIn →