In a recent LinkedIn post, Stacy Sherman, MBA. CSP® highlights a critical, yet often overlooked, element in business success: discretionary effort. While acknowledging the widespread adoption of Artificial Intelligence (AI) for routine tasks, Sherman, CSP®, argues that the true differentiator for brands lies not in the technology itself, but in the human element that drives exceptional customer experiences.
Sherman, CSP® poses a fundamental question: with all businesses having access to the same AI tools, what truly sets apart companies that cultivate loyal customers from those that do not? Her answer, informed by a conversation with guest Nate Spears on the “Doing CX Right” podcast, centers on the concept of discretionary effort.
“discretionary effort is the effort an employee chooses to give, going above and beyond the bare minimum required to avoid getting fired.”
As Sherman, CSP® elaborates, this crucial factor cannot be mandated; it must be cultivated. The post outlines several key areas for leaders to consider in fostering this environment.
The Leadership Mirror: Leading by Example
A core tenet discussed in Sherman’s, CSP® post is the “Leadership Mirror.” This concept emphasizes that a leader’s behavior directly influences their team’s actions. Sherman, CSP® asserts that for employees to extend discretionary effort to customers, leaders must first demonstrate that same level of commitment to their own teams.
“your team will never give discretionary effort to your customers if you aren’t giving discretionary effort to your team first.”
This suggests a top-down approach where authentic leadership, characterized by going the extra mile for employees, is foundational to building a customer-centric culture.
Reframing Metrics and the “Internal Customer”
Sherman, CSP® also delves into the importance of how performance metrics are utilized. She advocates for reframing Key Performance Indicators (KPIs) not as tools for pressure-driven compliance, but as diagnostic signals, akin to a “check-engine light” on a car. This approach encourages curiosity and problem-solving rather than fostering a culture of fear or rote adherence.
Furthermore, the post introduces the concept of the “Internal Customer.” Sherman, CSP® explains how shifting the perspective to ask, “Who is my customer inside this company?” can revolutionize how departments like HR, operations, and leadership support frontline employees. By prioritizing the needs of internal colleagues, organizations can create a more cohesive and effective service delivery chain.
Hiring for Culture and Discretionary Effort
Beyond operational and leadership strategies, Sherman, CSP® touches upon the importance of hiring practices. She suggests focusing on identifying and retaining individuals who embody a combination of humility, hunger, and emotional intelligence (“people-smart”). These traits are often indicative of individuals who are more likely to contribute discretionary effort.
“As my guest Nate Spears shares on this week’s Doing CX Right podcast Ep. 224, discretionary effort is the effort an employee chooses to give, going above and beyond the bare minimum required to avoid getting fired.”
The insights shared by Stacy Sherman, MBA. CSP® underscore that in an era of ubiquitous technology, the enduring competitive advantage lies in human connection and the deliberate cultivation of an environment where employees feel valued and motivated to give their best. The post encourages leaders to reflect on their own practices and consider how they are actively earning, rather than demanding, this vital discretionary effort from their teams.
📝 About This Content
This article is based on insights shared by Stacy Sherman, MBA. CSP® on LinkedIn.
📅 Originally posted on August 12, 2026 | View original post on LinkedIn →