How to Build a Company Culture that Empowers Workers for Optimal Performance

by | Feb 19, 2024 | DoingCXRight®‬ Podcast | 0 comments

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Are you facing challenges in achieving optimal performance and crafting memorable customer experiences?

Do your leaders leverage emotional intelligence to cultivate a thriving work culture?

Listen to this episode of Doing Customer Experience (CX) Right, where host Stacy Sherman is joined by renowned author Daniel Goleman. Together, they explain how emotional intelligence is crucial for creating a positive, engaging workplace and elevating customer satisfaction levels for optimal performance.

Discover effective leadership techniques that prioritize both employee and customer well-being, learn how to foster an authentic organizational culture, and enhance your team’s performance through strategic hiring and empathetic development.  

You’ll gain insights into:

  • Why a leader’s mood ripples outward to impact employee engagement and the customer experience
  • How to create psychological safety so employees can be their authentic selves
  • Why metrics don’t tell the full story – the importance of also understanding people’s emotional reality to achieve optimal performance
  • How self-awareness and self-care enable better relationships with customers
  • Why empathy, caring, and compassion are crucial ingredients for positive brand experiences

Regardless of your role — CEO, executive, mid-level manager, or frontline employee — you’ll benefit from the wisdom shared as Stacy and Daniel reveal time-tested techniques for investing in the emotional well-being of your teams, leading to enhanced customer loyalty and overall business success.


Time Stamps and Topics About Achieving Optimal Performance To Achieve Customer Loyalty

[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.

Check out his books on Amazon.

*I appreciate you using my Amazon affiliate link. Helps cover some of my costs to continue bringing you valuable free podcasts and articles.

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.

Keyword themes: DoingCXRight podcast, Stacy Sherman, customer service, contact center, customer experience

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*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.


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