Customer Experience is a direct reflection of Employee Experience

Here's an idea worth playing with

1×

0:00

Current time: 0:00 / Total time: -5:18

-5:18

Customer Experience is a direct reflection of Employee Experience

Now that's an idea worth playing with

Rob Lambert

Feb 13, 2023

Hey everyone.

Sorry this is a day late - I lost my voice yesterday!

In today’s HAIWPW I talk about a team I inherited that had a “Wall of Hate” that listed the top 10 most hated customers….yes, really.

I changed the title to the Top 10 opportunities and set a clear standard for behaviours as well as a painted picture (which we’re covering in this week’s Masterclass paid newsletter).

But it’s easy to point at the wall of hate and conclude it was the problem. But it was merely a sympton.

Great customer experience comes from a great employee experience. Start with your employees first.

Until next time

Rob..

Get a group subscription

Discussion about this podcast

Here's an idea worth playing with

This podcast is a behind the scenes audio show for managers, leaders, HR and consultants on how to release business agility and retain good staff.

Paid members will gain access to this podcast and associated documents/slides, as well as discounts, early releases of products, the opportunity to ask me anything and access to the chat.

I cover the basics of releasing agility and how to cultivate a workplace that enriches the lives of all who work in it. During my time as a VP of HR and Engineering, and also as head of agile and internal comms in various roles, I have developed a tried a tested way of raising engagement, getting work done and ultimately releasing agility. As in, getting smoother and quicker towards delivering your business results.

The results speak for themselves: high engagement numbers 75%+, low attrition (high retention), delivery of results, caring and nurturing environments and clarity over career growth. Join me to learn how to do this in your company as a leader, manager, HR pro or consultant.

Listen on