We often forget how a simple action like paying attention can make our business stand out. When we pay intentional attention, we can offer far better customer and employee experiences. Although it sounds mundane, it is paying attention that drives productivity. Indeed, when we focus on what matters, we can be more effective and goal-oriented. And this mindset ultimately leads to increased profitability.
So, now you may be wondering what can you do differently each day to be more productive, accountable, and earn more profit? In this DoingCXRight® podcast episode, a bold and sassy woman leader and author Neen James and I discuss WHO deserves your attention, WHAT matters most, and HOW you pay attention. We also talk about ways to show more empathy to employees because they are the first step to promising a stellar customer experience.
- Why Neen James is passionate about getting people to pay attention and find out different angles to be productive and accountable to customers, teams, and oneself.
- We also get to hear her different experiences about listening attentively, focusing on what matters and what drives the customer experience, and making businesses profitable for us leaders.
- Attention management is more important than time management
- How accountability partners work and how we can be accountable to ourselves
- Why empathy matters in customer experience
- Why focussing on listening not replying is crucial to leadership success
- How we can make the customer experience better through adding clarifications
- How mental health awareness and habitual systems work in customer experience
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Motivating quotes from this episode:
“Life’s not about time management. It’s about attention management, so you can’t manage time, but you can manage your attention.”
“I believe as leaders, we have to carve out time and space for people because empathy is a real thing. We need more of that in the workplace, but you can’t get more empathy without space and time to be able to slow down and feel. We need both.”
“To truly pay intentional attention, we have to listen with our eyes. Can’t be a great leader without doing so.”
“We need empathy because we can’t compare our situation to someone else’s. And, we can’t put out experience on someone others. We have to be in a place where we extend grace and kindness to everyone we meet. We never quite know what’s going on for another person.”
“We’re listening to respond rather than focussing on listening. We need to switch that to truly hear what someone’s saying.”
“Systems direct our attention. So, we need to create systems of attention because systems create freedom.”
Key talking points about paying attention
[00:01:28] About Neen James and her obsession with the whole idea of getting people to pay attention
[00:03:33] How to focus on what really matters
[00:05:05] Breakdown of three ways we pay attention and how it helps us
[00:09:19] How public accountability and personal accountability work
[00:15:09] How do you really make sure that you are very much engaging your attention in the right way and how you leverage your energy?
[00:17:00] Why we have to listen with our eyes and what that means for us as leaders
[00:18:13] Why we need empathy for both team-leading and enhancing customer experience, especially during / post-Covid-19 pandemic
[00:28:57] Actionable advice for CEOs, business owners as well as the younger generation about paying attention
About Neen James ~How Attention Pays
Neen James is a leadership expert and high-energy keynote speaker who prioritizes focusing on what matters most in people’s lives. This sassy woman leader, speaker, author, and executive strategist helps people deliver better experiences by one very key action, which is paying attention.
She’s an energetic and witty person who can easily grab the audience’s attention and facilitate them in applying practical strategies to get them to their goals. Undoubtedly, Neen is the perfect fit for consulting businesses and helps them deliver better customer experiences with her systems thinking, development and learning approaches.
About Stacy Sherman: Founder of Doing CX Right®
An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++. Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.