Are toxic employees driving customers away? Struggling with high employee turnover and poor customer satisfaction?
Learn powerful strategies from employer brand experts Stacy Sherman and Bryan Adams on how to intentionally design candidate and customer experiences that attract talent, reduce attrition, and drive growth.
- The direct connection between candidate experience and customer experience (CX), and why you should focus on improving both
- Real examples of global brands using a “give and get” philosophy to build engagement on both sides of your business
- Why your employer brand and reputation in the talent marketplace matters now more than ever
- Leadership advice to build human connections with employees while achieving results
- Treating candidate exits with care to maintain your customer base
Whether you’re a CEO, leader, entrepreneur, or manager, you’ll benefit from this episode filled with proven tactics, including investing in your people to ultimately earn customer loyalty and impact your bottom line.
Customer Experience (CX) and Service Topics & Time Stamps:
0:00 – Introduction
1:09 – Overcoming Public Speaking Fears
2:03 – Advice to Younger Self
3:25 – Defining CX Success
7:11 – CX Limiting Beliefs
8:12 – Case Study: Virgin Atlantic
10:47 – Leaning Into “Harsh Realities”
12:12 – Mapping Emotional Journeys
14:12 – Too Much Niceness Hampers Performance
16:31 – People as Key Advantage Despite Technology
19:32 – Embedding Without Explicit “Employer Branding”
21:24 – Empowering Employees to Drive CX
23:51 – Proving Candidate/Customer Crossover
25:15 – Key Takeaway: Talent as Competitive Edge
26:34 – Future Outlook and Plans
Read Full Transcript HERE.
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About Bryan Adams
CEO and founder of Ph. Creative, a specialist employer branding agency that works with global brands to help them find and remind top talent why they’re a great place to work.
Bryan is also a two-times best-selling author, the latest book was “Give & Get – Repel the Many and Compel the Few with Impact, Purpose and Belonging”. He has written for the Harvard Business Review, Inc.com, the Entrepreneur magazine and has been featured on Forbes.
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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 business customer service contact center marketing employee experience customer satisfaction