Updated 12/1/2024:
Are you leveraging emotional intelligence to cultivate a thriving work culture?
Struggling to achieve optimal team performance and create experiences that keep customers coming back?
Join host Stacy Sherman as she talks with renowned author and emotional intelligence expert Daniel Goleman.
Together, they dive deep into why emotional intelligence is the foundation for a positive, engaging workplace and how it directly impacts customer experience and performance.
You’ll learn practical, actionable strategies, including:
- How a leader’s emotional state influences team morale and the customer experience
- The role of psychological safety in empowering employees to bring their authentic selves to work
- Why metrics alone aren’t enough—understanding emotional realities is key to peak performance
- The connection between self-awareness, self-care, and stronger customer relationships
- How empathy, caring, and compassion create memorable brand experiences
Whether you’re a CEO, executive, manager, or frontline team member, the insights shared in this conversation will help you foster a workplace culture that drives engagement, loyalty, and business success.
Time Stamps and Topics About Mastering Emotional Intelligence to Drive Team Performance & CX Excellence
[00:00] Introduction
[02:20] Daniel Goleman’s Take on Emotional Pulse Through Anonymous Surveys
[03:50] Creating a “Speak Up Culture” in Corporate Teams with Stacy Sherman
[05:12] The Importance of Care and Openness in Leadership
[06:45] The Role of Emotional Intelligence in Customer Interactions
[09:39] Testing for Authenticity and Purpose in Hiring Practices
[11:05] Emotional Intelligence Training and Improvement Techniques
[12:40] Empathy vs. Being an Empath: Setting Boundaries in Customer Service
[14:03] Emotional Intelligence Online Training Program with Daniel Goleman
[15:27] The Ripple Effect of Emotional Contagion in Leadership
[16:44] Managing Emotions and Communicating Positivity in Teams
[17:58] The Significance of Empowering Customer Service Agents
[19:23] Influencing Customer Perception Through Tone and Emotional Connection
[20:36] Interplay Between Emotional Intelligence and Business Success
[22:00] Competitive Business Priorities vs. Employee Well-being
[23:17] Correlation Between Emotional Intelligence Metrics and Business Performance
[24:55] The Future of Leadership: Valuing Employee Feedback
[26:08] Daniel Goleman’s Background and Insights into His Book “Optimal”
[28:45] The Importance of Listening and Positive Emotions in Customer Service
[30:20] How Service Providers’ Emotions Affect Customer Brand Perception
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About Daniel Goleman
Psychologist and author of Emotional Intelligence Daniel Goleman has transformed the way the world educates children, relates to family and friends, leads, and conducts business. A frequent speaker on campuses and to businesses of all kinds and sizes, he has worked with organizations around the globe, examining the way social and emotional competencies impact the bottom line. Ranked one of the 10 most influential business thinkers by the Wall Street Journal, Goleman’s articles in the Harvard Business Review are among the most frequently requested reprints. He has won many awards, including the HBR McKinsey Award for best article of the year. Harvard’s Graduate School of Arts and Sciences awarded him its Centennial Medallion. Apart from his writing on emotional intelligence, Goleman has written books on topics including self-deception, creativity, transparency, meditation, social and emotional learning, eco-literacy and the ecological crisis. His latest book, Optimal, shows why emotional intelligence can help each of us have rewarding and productive days.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications. Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.
Learn how to increase client loyalty by Doing Customer Experience Right (And retaining your high valued workforce too)
Watch Stacy Sherman’s LinkedIn Course.
Keyword themes: DoingCXRight podcast, Stacy Sherman, customer service, contact center, customer experience, emotional intelligence optimal performance
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