Customer satisfaction and loyalty are directly correlated to employee happiness. So, how can leaders maximize staff engagement and keep top performers who are skilled at delivering customer excellence? What can each of us do to advance and future-proof our careers, plus achieve more fulfillment at work and in life?
Featured guest Lauren Herring, Author, and CEO of Impact Group, shares tactics to help people grow at work and beyond. She provides actionable advice about careers management, including being and getting a mentor, which is different from sponsorship and equally important. By the end of the podcast, you’ll be ready to show up at work with increased confidence to achieve goals while having and providing better experiences.
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About Lauren Herring ~Careers Management Expert:
Lauren Herring passionately provides leadership to IMPACT Group as CEO, where she has transformed the company into a global leader in employee career development. Prior to her current role, Lauren was President of Global Services where she was responsible for all international business development and operations. She guided the work of IMPACT Group’s international presence, providing leadership and support to all areas of the organization in assisting transferees with international issues and needs. Under Lauren’s leadership, IMPACT Group now operates in more than 65 international locations in the Americas, Europe and Asia.
In 2013 and 2014, Lauren led the charge as IMPACT Group acquired its long-time competitors, Vandover and Sally White & Associates. This supported three previous acquisitions in corporate outplacement solutions. IMPACT Group continues to be an industry expert in Relocation, Outplacement and Leadership Development while consistently innovating new careers management solutions, developing cutting-edge service delivery options and expanding its reach into new markets.
In 2016, Lauren authored This Side Up! A Simple Guide to Your Successful Relocation, which provides expert advice on managing each phase of the relocation based on the thousands of individuals IMPACT Group has moved across the globe over the last three decades. In 2020, Lauren published her second book, Take Control of Your Job Search!, which offers the collective wisdom of hundreds of career coaches and provides tactical approaches that job seekers can implement to be successful in their search. Read more on website.
Check out Lauren’s podcast “Take Control Of Your Career” with Stacy Sherman as a featured guest HERE.
We talk about:
How to leverage the voice of the customer at every interaction to make sure you are making the right decisions to meet their needs
How diversity and inclusion ties into the customer experience
The importance of having champions and mentors that embrace your beliefs or your “why”
The difference between how men and women communicate and what women need to keep in mind to ensure they shine
How individuals can exhibit their passions both in and out of the workplace
Customers expect leaders to be approachable and human; take care of them; know their needs; and make them feel valued.
To enhance the customer experience, leaders and employees must remain aware and appreciate the diversity of others to ensure they don’t fall behind.
Having a mentor will help you to build confidence, believe in yourself, know your brand, and define your purpose – you can build upon that to network and grow from individuals within your own company.
By learning the political ways of an organization, the systems and the people, you can leverage your own knowledge and experience to show and tell how your insights are valuable.
Leaders should be in tune with and encourage their employees’ unique needs, this helps build trust and loyalty that leads to employees doing customer experience right, even when the boss isn’t looking.
Women should speak up tactfully when interacting with men who treat them differently in the workplace – by doing it in the right way where people aren’t defensive and can even hear you as helpful.
“Branch out and see opportunities to break silos and work together.” – Stacy Sherman
“Be creative, because that’s what makes you shine… that’s what makes you you.” – Stacy Sherman
Reach out to Stacy at:
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.