Is employee disengagement silently eroding your brand’s reputation?
Could the key to exceptional customer experiences be hiding within your workforce?
In this episode of Doing CX Right, host Stacy Sherman welcomes Simon T. Bailey, a renowned expert on organizational transformation and customer service excellence. Together, they explore the vital connection between employee engagement and delivering remarkable customer experiences. You’ll hear innovative approaches to ignite creativity, boost employee confidence, and cultivate resilience in your team, ultimately elevating customer happiness and loyalty.
What You’ll Learn:
- The crucial link between staff engagement and customer service excellence
- Methods to spark innovation, brilliance and self-assurance among team members
- Techniques for building a resilient workforce
- Understanding the “customer love” philosophy and its business impact
- Case studies of organizations excelling in both employee and client engagement
Timestamps
0:00 Intro
0:04 Overcoming the Employee Engagement Crisis
4:43 Challenges Faced by Middle Management
8:13 Chewy.com’s Customer Service Stories
11:02 Stacy’s Experience with Customer Service During Pet Loss
12:46 The Role of Culture in Organizational Communication
14:06 Organizational Silos and Their Impact on Companies
18:07 Importance of Being Seen, Valued, and Understood in Leadership
20:44 Creating a Culture of Storytelling
22:32 Ritz Carlton’s Twelve Basics Practice
25:00 Leadership and Customer Love
Press Play To WATCH On Youtube
About Simon T Bailey:
The world’s leading expert in Brilliance, Simon has ascended to extraordinary heights, recognized among Success magazine’s Top 25, being on alongside Brené Brown, Tony Robbins, and Oprah Winfrey, as well as leadersHum Top 200 Power List in 2023 and Gotham Artists Top Keynote Speakers in 2024. With the Disney Institute as his launchpad, he’s left an indelible mark on 2,400-plus organizations in 54 countries, such as American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.
Through books, speeches, and coaching, Simon captivates the lives of countless individuals around the globe, inspiring them to lead better, stay curious, and embrace a growth mindset. Prepare to be empowered and reach new heights as he propels you toward a brilliant future. Your journey to brilliance starts now.
Learn more on his website: https://www.simontbailey.com/
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, journalist, co-author of two books, 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 for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
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