Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service

Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service

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Are you struggling to engage your employees to consistently deliver customer excellence? Are company silos getting in your way of aligning teams and exceeding business goals? If yes, this episode will be incredibly valuable to you as host Stacy Sherman and renowned HR industry expert and author Josh Bersin unveil the secrets of the world’s most enduring employee-focused organizations.

You’ll gain insights to foster a work environment that attracts and retains top talent. Likewise, you’ll learn practical strategies and tactics for building an irresistible brand that starts with creating enjoyable employee experiences that fuel exceptional customer outcomes.

Topics Discussed:

  • The origin of silos and hierarchical organizations in companies
  • The need for interconnectedness and ways to break down silos in businesses
  • Redefining functional areas and organizing them around customers
  •  How employee engagement impacts customer experiences and how to align a team with the company’s customer service goals
  •  What  Bosch Power Tools did to achieve retention and growth, along with other case studies
  •  Lessons on leadership and the importance of listening
  • The Pandemic’s effect on job layoffs and employee burnout and what to do about it
  • Fun facts about Josh Bersin and what he’d tell his younger self. Awesome advice that you can apply now.

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About Josh Bersin:

Building An Irresistible Brand Based on Employee Engagement and Customer Service

Industry analyst Josh Bersin focuses on the global talent market, trends, and technologies impacting workforces across all industry segments. His research is featured in publications such as Forbes, Harvard Business Review, Fast Company, Wall Street Journal, Economic Times, Financial Times, and Washington Post. He published his book Irresistible in 2022. The Josh Bersin Company provides a wide range of research and services for HR leaders and teams; the Josh Bersin Academy, which today has approximately 30,000 members, offers 22 cohort-based programs for HR professionals.

Learn more: website, LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that produces 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/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

PODCAST TRANSCRIPT

Building an irresistible brand: The Link Between Employee Engagement and Customer Service

Stacy Sherman: Hello, Josh Bersin. Welcome to the Doing CX Right Show.

Josh Bersin: Hello, Stacy. Thank you for inviting me. Well,

Stacy Sherman: I am in love with your content that is all over the web, and so I am especially grateful to be able to have this conversation with you and help inform people on such important topics that will get to, but before we do, please share: Who are you, what do you do professionally?

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[00:00:43] Josh Bersin: Who am I? Uh, who are you? I guess, I guess I define myself as an, as an industry analyst, and my primary, um, domain is all of the aspects of human resources, which touches work. Work, technologies, management, leadership, recruiting, leadership development, training, blah blah, pay on and on and on.

[0:01:08] Which of course has a big impact on customers, as you know. Yes. Because if employees are not happy, customers are not happy. So indirectly, we have a lot to do with customers

[00:01:17] Stacy Sherman: too. I love that you said that because I’ve worked with a lot of human resource and other departments and they’re often like, I don’t own the customer experience.

[00:01:28] And I’m like, yes you do. Let me explain to you why. So it’s really important and I wanna emphasize what you just said, and we’ll do more of that. Why your passion around these topics.

[00:01:42] Josh Bersin: Well, um, you know, I stumbled into this. I worked for about 20 years as a, as a sales, marketing and product person in the West Coast before I got into this.

[00:01:51] And initially I focused on training the online learning industry. And what I realized is that the most important practices in business, Have to do with people. And every single problem that you will ever have in business is a people problem. Uh, whether it be technology, innovation, sales, marketing, competition, you know, research.

[00:02:18] I mean, all of these things that companies do, including, of course, the whole customer experience revolve around people issues. And when I got to know HR in the late, you know, early two thousands, late 1990s, I didn’t know much about it. And I was surprised at how many of the things that HR people were doing were rooted in ancient practices from hundreds of years ago, which is why I wrote this book, by the way.

[00:02:45] And so what I’ve really done in my role, in my mission, really, is to try to teach HR people and discover better ways of, of taking care of people in the business environment, in an organization and work. And this has been accelerated through the pandemic, so, HR is, is a very strategic part of companies in most organizations, not all.

[00:03:06] And you know, it’s been really, you know, rewarding for me to be part of this profession and supporting it because HR people, to me, are some of the hardest working, most passionate people I’ve ever run across in the business world. So, That’s my thing.

[00:03:22] Stacy Sherman: Yes. And I love also the fact that you’re helping to bring the human back to human resources because some companies and human resource departments I’ve worked with, Is almost like a finance department.

[00:03:40] I didn’t feel the human. I felt just the finance. Right. And they have such a big opportunity to feel more human, and especially in the world of emerging technology.

[00:03:53] Josh Bersin: Well, you know, and, and, and I, not only do I agree with that, but I’ve learned it day by day more and more and more. I’m, I’m an engineer and sort of a math type person by background.

[00:04:04] And what I’ve realized, and I, and this could, you know, this, I’m still learning this all the time, is that all of the important things that happen in a company are, um, not only human, they’re psychological, they’re cultural. They have to do with rewards and communications and relationships, things that you can’t just write down and say, here’s how we’re gonna do it.

[00:04:27] Um, and what great HR people do is they’re very sensitive to these issues and they know a lot about the possible solutions, and they’re always willing to come up with new ideas. But I do agree with you. Sometimes HR is the police and they’re, you know, they’re just doing administrative stuff and people don’t respect.

[00:04:44] HR function, but that’s really the reason I’m here, is to try to help the HR professionals of the world not get into that situation.

[00:04:54] Stacy Sherman: Yes. And a lot of it is so simple around communication, because I remember HR had to break some tough news and the email was so cold. Cold. Mm-hmm. And. Just by shifting even the way the tonality of the communication can change the experience,

[00:05:19] Josh Bersin: what’s your view?

[00:05:20] It’s true. Well, I mean, one of the things I talk about in my book and, and, and know all the time is, you know, you can walk into a company and meet people and observe what’s going on, and within a minute or two, you can get a sense of what the culture is like very, very, very fast. And when the ceo, and this is not the HR person’s job, when the C E O understands the human part of their job, then the HR function can really reinforce that.

[00:05:50] So it doesn’t just come from hr, it really is from management and leadership. And during the last three years of the pandemic, Most leaders have realized that their success is completely dependent on their ability to help people, to understand people, to support people, to coach people, to develop people, uh, and to be flexible and forgiving of people.

[00:06:12] Things that are usually not in the old, you know, sort of 1980s GE Management Handbook. To be honest, they weren’t there. And you know, I mean, a lot of the things, the old-fashioned principles of HR. Actually go back to slavery where we took people and we thought about the humans as replaceable parts. And that’s really the industrial model of business where you, you know, there’s management and labor and we can always replace the labor with new labor, but that’s just not the way the world works anymore.

[00:06:40] So, uh, this issue of relationships and culture is strategic. It’s not just touchy-feely nice stuff on the side. It is what makes great companies succeed and. And I don’t think all CEOs think that way, but they’re learning more and more all the time. Mm-hmm. What is the name of your book? It’s called Irresistible, the Seven Secrets of the World’s Most Enduring Employee Focused Organizations.

[00:07:09] And it’s, it took me about seven or eight years to write it because what it is, is it’s the results of me doing research and on many, many, many aspects of HR and management and leadership, and eventually reaching the point where I said to myself, I gotta write this down in a form that non HR people can understand it.

[00:07:26] So what it really is, is it’s a lot of stories and examples of these TH seven things that I have discovered really differentiate companies. And I’ve analyzed financial data and growth, revenue, profitability and so forth amongst thousands and thousands of companies u originally using Glassdoor as the sorting mechanism.

[00:07:49] Mm-hmm. And sure enough, When you look at the high performing companies over a long period of time, not only a few years, but over decades, they do very special things in managing people that that really allow them to endure and adapt. And that’s what the book is about, and it’s really a book for managers and, and leaders as well as for HR people.

[00:08:10] So

[00:08:10] Stacy Sherman: let’s start talking about making a company irresistible. At a time where we’re living through slowdowns and layoffs and productivity shifts, what is the basis at high level and drill down after becoming irresistible?

[00:08:32] Josh Bersin: Well, this is a perfect example of a period of time when it’s really important. So on the one hand, the economy’s slowing down, we’re probably gonna have a recession.

[00:08:42] And a lot of companies, overhired, particularly tech companies, so there are layoffs. On the other hand, there aren’t enough people. The unemployment rate is at a 55 year low and it’s not go, it’s not gonna be higher. And every company is trying to hire new software engineers. They want to get into ai, they’re trying to hire salespeople, marketing people.

[00:09:02] So they maybe laying off people in some, you know, overstaffed group. And then they’re hiring people, another group. And everybody has been through three years of trauma through the pandemic. And even though it may feel that the pandemic is over, the trauma is not over, and we all have not yet completely recovered from that.

[00:09:21] And dealing with remote work, hybrid work, and employees, especially young employees saying to themselves, you know, I just spent three years giving up on my vacation and all the fun things I wanted to do. Maybe I don’t wanna work as hard as I did before. Maybe I want a meaningful job. Maybe money isn’t the most important thing.

[00:09:42] It is an important thing. And so if employers can’t create a fantastic growth oriented, enjoyable experience for employees, it doesn’t matter how much money people get paid. Look at Starbucks. I mean, the Starbucks is a perfect example. Starbucks was an iconic great employer, one of the first companies who put together.

[00:10:05] Hourly based pay benefits, educational benefits, diversity training, management development. I mean, it was a really just an iconic company for the entire workforce of the United States. There had they have labor unions, they, you know, poor Howard Schultz just got destroyed and Congress last week because they weren’t taking, they weren’t taking care of their people.

[00:10:26] The business was growing and they weren’t able to simplify the store operations enough. That the employees could deliver the right service to the customers. It just kept piling on more and more things. There’s a whole story here, but, um, so they’re trying, so they’re now having to deal with the labor unions and, uh, go back to basics of, of this fundamental idea that when you take care of the employees, they take care of the customers, they take care of the business.

[00:10:55] You can’t look at the employees as, uh, you know, a. Widget, they can be dialed up or dialed down because of some business situation that’s going on. So that’s kind of what it’s about. And, and I don’t think it’s different right now than it was during the boom that we just finished. Either. It’s, you know, it’s, it’s a tough time to hire now.

[00:11:17] Yes.

[00:11:18] Stacy Sherman: So seven secrets. Mm-hmm. To enduring employee focused. Organizations. My question for you is, let’s talk about a few of those, especially on a topic that I’m passionate around breaking silos. Silos are every company big or small, that I’ve been in over 25 years. Silos is what destroys relationships, destroys the collaboration, and I struggle with how we get that to change because I’ll, I’ll pause in a minute, but.

[00:12:08] You could see I’m struggling cuz it’s such a, a important topic to me. And I used my customer experience role and my team, I always said to them, we get to be the glue. Among all the departments, cuz everybody owns CX. So we get to be the glue and to break those silos. But gosh, it was like going against Gravity.

[00:12:35] So tell me your view and how the seven Sure. Weighs to become really irresistible.

[00:12:42] Josh Bersin: Stacy. It’s a really, really good point. So let me, let me talk a little bit about that. This is the first chapter. It’s called Teams Not Hierarchy. So the reason companies have silos, the reason companies have hierarchical organizations actually goes back to the specialization of labor from slavery and some of, if you read some of the books about how, how the slave owners set up their slave farms, they actually segregated work in a very industrial way.

[00:13:13] And that was, you know, then used in the railroad industry. In the automobile industry. In the oil and gas industry, in many of the industrial industries in the 18 hundreds and the 19 hundreds, that if we divide the work into functional groups, we can have people that know how to, you know, lay the rails. We can have people that know how to run the switches.

[00:13:34] We can have people that know how to run the trains. We can people that know how to repair the trains, we’ll put them into functional groups. Each functional hierarchy will have a manager or a supervisor. And those functional groups can operate at scale because the way businesses operated in the old world, before all this IP and software and stuff became big, was what we called industrial scale.

[00:13:56] You build a product and you sell more and more and more of it at a lower and lower, lower, lower price. So specialization was the key. So there was a really good business reason why these silos were created. And if you looked at, when I started doing HR in the early, you know, two thousands, Every single company said to me, I want to copy ge.

[00:14:18] Tell me what GEs doing, because we wanna be like that. Well, nobody wants to be like GE right now because most of the value added in a company is intellectual property. It’s services, it’s relationships, it’s the interconnection of this product with that product. And this, this service marketing is the same way.

[00:14:40] So, so companies have to be more interconnected. Which means these functional silos are getting in the way. And of course people want to change jobs. They want to have more interesting careers. They don’t want to be, you know, somebody doesn’t wanna be a railroad, you know, construction engineer their whole life, you know, and they live longer, by the way.

[00:14:58] The other thing that’s going on, people are living longer, so now they have 50, 60 year careers. Mm-hmm. Maybe they don’t wanna do the same thing. And by the way, maybe that thing isn’t that valuable 30 years later when you started it. So we have to change this. And what I’ve found, and this is what the book is all about, is there are ways to interconnect these silos and move people between groups in a very, very powerful business oriented fashion.

[00:15:24] And it started to some degree in the Agile software movement to some degree. But even before that, When I worked at ibm, we had, and this was in the 1980s, it was very common for people to move from sales to engineering, to corporate marketing, to back to sales, to, you know, maybe finance. This idea of rotating people around from place to place inside of the company.

[00:15:49] It used to be a big deal. It went away for a while, but it’s gotta come back. And that breaks down silos because you have relationships between the groups. You know people in that group, you’ve been there before. You understand what their issues are. And then eventually, as you find in the CX area, well maybe we need to reorganize around customers and not around products or around markets or around experiences.

[00:16:12] And this is going on in hr. In hr, we’ve got plenty of functional silos. We got ahead of recruiting, we got head of comp, we’ve got head of training, we’ve got head of. Tech, those people have to work together too. So it’s a, it’s a big topic and, and I think you’re exactly right. It’s core, kind of the core of, of really building a people-centric company is, is interconnecting people between these functional areas and sometimes redefining what the functional areas are.

[00:16:40] Yes.

[00:16:41] Stacy Sherman: And I love how you brought back a memory for me. When I was at at and t, I had to, I started out in sales and the only way for me to get a promotion was I had to go to headquarters and do a role there, and then I had to go back to sales. Right. And it was this, you

[00:17:02] Josh Bersin: know, we had the same thing at ibm.

[00:17:04] Stacy Sherman: Yeah. Okay. So there’s, I didn’t realize then, That it, the why was the purpose. Yeah. Yeah. As you’re saying this, it’s like the light bulbs are going off and I don’t see that happening now as much as it was then.

[00:17:21] Josh Bersin: Well, things, you know, it’s true. I mean, in some ways these older companies, my wife worked by the way, for Pacific Bell, so I, you know, we, we both worked in big companies.

[00:17:29] Well, you know, somewhere around the 1990s, two thousands when the internet came and kind of disrupted everybody. Yeah. These functional organizations didn’t move fast enough. You just couldn’t adapt fast enough. And so there was a lot of breakage and a lot of the disruptive companies like Amazon or Google or whoever it is you emulate, just crossed all these barriers and built better products.

[00:17:55] And a lot of that was because software was involved and we could communicate with people instantaneously over the internet and the customers were expecting a much more integrated experience. As you know, I mean, a lot of this is customer expectations. And the functional silos couldn’t operate fast enough.

[00:18:11] Plus the lines of communication are so slow. You’ve gotta go up your functional hierarchy to get a decision then and back down the other fire functional hierarchy. And by the time all those staff meetings happened, the problem changed. So we couldn’t get any work done. So I think it started with, SWAT teams, cross-functional teams, project teams, things that you know, used to happen in the old days too.

[00:18:33] And suddenly we realized, well, maybe that is the way we should organize around teams, not around the hierarchy. And that’s really what the first chapter of the book is about, is you organize the company around teams. Teams that sometimes last a year or two, sometimes they only last a few months. Mm-hmm.

[00:18:50] And the functional hierarchy is more of the background behind it. For your development and growth, then you can actually be just as scalable and just as profitable as the old industrial model, but operate in a completely different way. And so it’s kind of management science here on how to do this, but it’s, it’s becoming, you know, more and more well understood.

[00:19:15] Stacy Sherman: So we’ll go into another one of your seven secrets to become an irresistible company. I wanna add one other actionable tip. I love the what you just shared, and that is applying what I call a CX framework. That includes journey mapping. Mm-hmm. So, When there’s a product or service to launch, you literally design how the customer will learn by get used, pay, get help from the inside, the employees, and then you go validate that with real customers.

[00:19:55] And by doing that, all these employees feel the domino effect of how they, that each department impacts that. So that’s something that

[00:20:05] Josh Bersin: worked for well, lemme give you actually, Stacy, lemme give you an example that I think you’re gonna really get a kick out of. So we do a lot of work, we did a lot of research on organization design.

[00:20:12] How do you set up groups of people so that they operate well? And one of the companies we stumbled across last year, or too, is this company called Bosch Power Tools. They build drilling tools and sawing tools and nailing tools and all the things construction workers use. And they were losing market share and the revenues were dropping and, and you know, the, they got a new general manager.

[00:20:32] And he said to the team, he said, you guys, I don’t know what to do. Why don’t you tell me how to reorganize ourselves so we can grow this business? And they went back and they looked at the customer information about what the customers were doing with these tools, and they realized they weren’t buying tools, they weren’t buying solutions to problems.

[00:20:52] I have a problem of drilling a hole. I have a problem of putting up a piece of walling. I have a problem of sanding and smoothing material. I don’t really have a problem of buying a tool. I am looking for a tool to solve that problem. And they suddenly realize we’re organized completely wrong. We should be organized around these customer problems, and then we’ll figure out what tools and stuff to make for these customer problems.

[00:21:17] Some of which, by the way, have more software and stuff in them than they used to then just keep selling the same old tools over and over and over again. And sure enough, once they got this under their heads and figured it out, the company started growing again. So a lot of the things that you guys do in the customer experience fall apart because the organization inside can’t adapt to this new way of thinking about it.

[00:21:41] So you, what you do and what we do are basically link together.

[00:21:46] Stacy Sherman: They are, and all the HR teams listening to this and all the CX and marketing and sales and finance and legal listen to this because this is so powerful for the teams to collaborate. The customer feels it and sees it in the end.

[00:22:04] Josh Bersin: Love that.

[00:22:05] Well, they also feel it when you’re not. I mean, how many times have you called? I mean, it always kills me. You call the airline. Where’s my discount coupon on so and so? Well, I’ve gotta turn you over to the coupon department. It’ll be 15 minutes before I can get them on the phone. I mean, come on.

[00:22:25] Stacy Sherman: Well, that’s why we all have to also be an undercover agent, an undercover employee going through walking in the customer’s shoes. To feel what you just described as decisions are being made or before decisions are made made.

[00:22:45] Josh Bersin: It’s true. In fact, you know, we in HR do something very similar to what you guys do.

[00:22:49] We do journey mapping of employees. We look at employee journeys, just the way you guys look at customer journeys, because employees go through journeys at work, from onboarding to growth, to promotion, to having a kid or whatever. And we need to, you know, make sure we’re handling their needs just like

[00:23:07] Stacy Sherman: customers.

[00:23:09] Yes, and I’m gonna say one thing and we’re gonna go to your second secret or third is I, when you talk about that customer journey for the employee, one thing that I’ve noticed is a huge miss and that is graded on onboarding, great at being in the companies, but the exit interviews are often either missed.

[00:23:38] Or that people are asked for feedback and feel like nothing’s gonna be done with it. And so please every journey map or don’t cut it short.

[00:23:53] Josh Bersin: What’s your view on that? It’s a good point. You know, every now and then I run across a company that go, that understands that. But you’re right. When somebody leaves the company, first of all, a lot of times when people leave, they don’t really wanna talk about why they’re leaving.

[00:24:06] They’re just done. So you don’t get really enough information out of them. But if you, if you have this attitude that, you know, they’re now becoming an alumni, they’re not an ex-employee, they’re an alumni, and they may come back later and they may become a customer and they may refer the other people to us, then you treat them differently when you let them go.

[00:24:29] So I completely agree with you.

[00:24:31] Stacy Sherman: Yeah. That’s such a miss because you’re right. I’m become a customer of that brand or I’m going to refer. So you want me to leave me and others like me to leave on a good note. And I think that companies have an opportunity to focus on that more, but time is getting to the end here.

[00:24:53] So I would like to do one more tip from your book and then some rapid fire questions. Sure.

[00:25:01] Josh Bersin: Um, okay. One more really quick. Uh, and this has to do with management, and it’s called Coach not Boss. Um, and the, there’s many, many aspects of this. I won’t go through the whole chapter, but, but the main idea is that in a business where you’re adding value through customer service or innovation or creativity or, you know, design, whatever it may be, the employee actually knows more about the work than the manager.

[00:25:27] Certainly not maybe the first day, but pretty quickly the employee knows what the issues are in becoming more successful. So we need to learn as leaders, how to listen to them, to empower them, how to connect them to other people, develop them. We don’t need to tell ’em what to do that much. That’s the old style of management.

[00:25:47] So this idea of having goal setting meetings and deciding what you’re accountable for and on and on, that is a very tiny part. Of management that is not the core of management, so I’ll just leave you with that one.

[00:26:00] Stacy Sherman: Love that one. And I think also we’re responsible for the culture of the group and taking away barriers and helping that comradery because everybody has such different needs.

[00:26:14] So, oh, we could spend an episode just on that. Yep. So as you’re coming to the end, what is the best leadership advice you’ve either been given or you’ve told somebody else that

[00:26:27] Josh Bersin: stands out? Well, there’s two. The one that I remember from my own development was when I was a young guy at IBM and I worked on a big proposal for a customer who was a very, very, very long, big, complicated thing, and we delivered the proposal and it had a mistake and the pricing and my boss at the end of the day, after we finally fixed it and went back and re-delivered it, he said to me, I want to give you a piece of advice.

[00:26:56] He said, you’re gonna have a great career here, but you’re not gonna have a great career if you don’t pay attention to details. He said, and we didn’t have to have that whole episode we just went through, and I never forgot that. Um, and then the other thing I’d say I’ve learned is I’ve gotten older and I’ve gotten to meet so many senior leaders, is that great leaders don’t talk that much.

[00:27:17] They listen a lot. Most of your job. As you, you know, move up the company or have more responsibility is to listen and understand and pick up the signals about what’s going on. So I find myself trying to be much, much more quiet at work before I’m telling everybody what we need to do. And that’s, you know, a learn a lesson for everybody.

[00:27:39] Soft skills.

[00:27:41] Stacy Sherman: Yep, definitely. And emotion and emotional intelligence. What would be one takeaway? You want people to remember listeners, if I had a lot of leaders in my room from different companies, what do you want them to remember from this episode?

[00:27:58] Josh Bersin: Well, if you’re in the customer side of your company, uh, get to know the HR people a little bit.

[00:28:05] Mm-hmm. And remember that, you know, one of the magic secrets you have to having a great customer experience is for the employees to feel well trained, aligned. And empowered to do what the customers need. And you see this in hotels, you see this in airlines, you see this in every retail customer facing experience.

[00:28:27] And most of the time the HR people wanna do that too, so, so I would say for those of you that are more on the customer side of the business, get to know your HR person and use them and tell them what your issues are and let them advise you. And I think you’ll see some pretty cool things happen.

[00:28:44] Stacy Sherman: Mm.

[00:28:44] Beautifully said. And if you could go back in time to your younger 20 year old self, based on what you know now that you didn’t know, then what would you tell younger Josh?

[00:28:56] Josh Bersin: You know, the one thing I’ve learned, I worried about a lot of stuff. I worried about my job, I worried about my career. I worried about my performance and, you know, blah, blah, blah.

[00:29:06] And you know, I, I was not a, I wasn’t a super high performing. I was a hard worker. I realize now, Everything kind of works out in the end. Mm-hmm. Careers, I mean, you know, this, Stacy, you worked at at and t I mean, or you know, wherever you worked, I mean mm-hmm. You bounce around. Sometimes your job goes well, sometimes it doesn’t go well.

[00:29:26] You like your boss, you don’t like your boss, you didn’t like this company, you didn’t like that company. Over time, all of those experiences, Make you a little bit more successful step by step. And so I probably would’ve tried to tell myself, don’t worry about it so much. Just go with the flow and learn all the time, and things are gonna get better over years.

[00:29:47] And I do think people have to realize that their careers are going to be very long. We’re living longer. We don’t have this, you know, retired 65 kind of life anymore. At least most people don’t. So that would be the piece of advice.

[00:30:01] Stacy Sherman: Hmm. I think also to what you’re saying is getting comfortable to live in

[00:30:07] Josh Bersin: uncertainty.

[00:30:08] Mm-hmm. Yeah. There’s, there’s, I mean, look at the new technologies that we’re using at work and at home today, and how industries have changed and how the pandemic changed where we work and how we work, and the tools we use. When new things come along, don’t be afraid of them. Just, you know, look at them as one more thing to learn that will make you more productive and make your job a little bit easier.

[00:30:30] And that’s, that’s part of, of, you know, growing. Yes,

[00:30:35] Stacy Sherman: I love that advice and I appreciate you. I’m gonna put all the links to your book and your website and where to find you on social media in the show notes. And thank you for the gift of you today. Thank

[00:30:50] Josh Bersin: you, Stacy.

Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive

Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive

Have you ever felt drained of all motivation and energy and struggled to find purpose in your work? If so, you’re not alone. Burnout and disengagement are two common issues affecting millions worldwide, causing decreased productivity, low morale, and poor mental health.

 

Identifying Burnout vs. Disengagement

While burnout and disengagement are often used interchangeably, they are different. Burnout is a state of emotional, physical, and mental exhaustion caused by prolonged stress, while disengagement is a lack of motivation and commitment to work. Identifying the signs of burnout early on is crucial to avoid its negative consequences.

Some common signs of burnout include chronic fatigue, decreased productivity, and feelings of cynicism and detachment from work. On the other hand, disengagement is characterized by procrastination, reduced quality of work, and a lack of enthusiasm for tasks.

The good news is that you can overcome burnout and disengagement by reconnecting with your work and thriving.

 

Strategies for Overcoming Burnout and Staying Motivated

You can take some essential steps to prevent and overcome burnout. Here are some strategies that can help:

 

Hacks to Keep People Motivated and Free up Time for Priorities

  • Prioritize tasks: Determine what is most important to do now, soon, versus later. I love the app called “Things” to keep from getting overwhelmed.
  • Take breaks: A “time out” is not just for kids. There are benefits for adults to recharge and re-energize. This can include stretching, taking a walk, or engaging in any activity that you find relaxing.
  • Set boundaries: Learn to say no to requests that don’t align with your priorities or goals. This helps to avoid over-committing and related stress.
  • Delegate: If you have a team, give up some tasks to free up time for strategic initiatives.  And if a friend or family member offers help, say yes with gratitude too.
  • Create a routine: Establish one that fits your lifestyle, including work hours, breaks, and leisure time to create a sense of structure in the chaotic world we live in.

Productivity “Power-Ups” to Show up as Your Best Self Without Burnout

Productivity “power-ups” are habits and tools that help you work more efficiently and with less stress. Marcey Rader, a productivity expert, shares many great tips about “power-ups” on my DoingCXRight podcast episode 33. Ideas include:

  • Reduce distractions: Turn off notifications on your phone and computer, close unnecessary tabs, and use noise-canceling headphones to block out noise.
  • Time-block your schedule: Allocate sections on your calendar for specific tasks to increase focus and reduce multitasking.
  • Use a task manager: Some popular platforms are Todoist and Trello, which can help you organize your projects and meet deadlines without relying on your busy brain to remember.

Tactics to Amp up Energy, Conquer Calendars, and Emails with Focus

  • Take care of your physical health: Exercise regularly, eat a healthy diet, and get enough sleep to boost your energy levels and reduce stress. These may be obvious yet often overlooked.
  • Use the “Two-Minute Rule”: If a task takes less than two minutes, do it immediately instead of adding it to your to-do list.
  • Schedule email and social media time: Set specific times for checking messages to avoid distractions throughout the day.
  • Set calendar boundaries: Schedule your workday with start and end times, and avoid planning meetings during your most productive hours.

Get More Tips and Tricks To Reduce Burnout and Thrive

Listen to Stacy Sherman’s Doing CXRight Podcast with featured guest Marcey Rader.

Product Recommendation:

Empower Employees and Customer Service Agents With ThriveGlobal’s “Reset”

 

While attending 3 Tree Tech Customer Experience Executive roundtable, I learned about ThriveGlobal’s Reset solution presented by Richard Zee. If you are unfamiliar, I suggest you learn more about the popular product designed to help people quickly gain mental resilience, de-stress in real-time, and increase productivity. There are tons of use cases for contact centers, technicians working in dangerous environments, and more.

ThriveGlobal figured out how to link science and storytelling to help people pause and focus on their breath and what is most important in life. It’s integrated into popular conference platforms such as Zoom and Webex too. More details are on the company’s website.

 

Conclusion

Prioritizing your mental health and well-being is essential to avoid burnout and disengagement. By identifying the signs and taking steps to prevent burnout, such as using hacks to stay motivated, taking productivity power-ups, and amping up energy, you can stay on top of your game while maintaining a healthy work-life balance. The same applies to your colleagues and work teams, where technology platforms like Thrive Reset can be a valuable resource. By taking care of yourself, you’ll be better equipped to show up as your best self for your customers, colleagues, boss, family, and friends, no matter what challenges come your way.

Maximizing Agent and Employee Engagement To Deliver Customer Excellence

Maximizing Agent and Employee Engagement To Deliver Customer Excellence

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-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

What does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased employee and customer service agent resignations?

Stacy Sherman interviews Robertson Stewart, a University teacher, and business author to provide actionable tactics to address major challenges that companies face today and for the foreseeable future.

You can AVOID high costs in terms of retention (the lack of), leading to excessive turnover, recruitment, and training expenses, and reduced productivity. By the end of the podcast, you’ll learn how to lead in optimal ways in which everyone wins: you as the manager, the employee/agent, and the customers too.

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About Robertson Stewart ~Maximizing Customer Service Agent and Employee Engagement To Deliver Customer Excellence

“My experience as an employee and manager has now stretched over a period of nearly 40 years, during which time I’ve had numerous opportunities to learn. Arriving in France in 1992 and not speaking a word of French I managed to work my way up from cleaner to General Manager of some of the biggest Luxury Hotels in Europe (three of those hotels with a thousand rooms or more).

​During the course of my career, I have led teams from a handful to several hundred. I now teach management to Masters and Bachelors’s students in both English and French at reputed management schools in Paris France. I also coach and mentor executives and managers on an individual basis. Last but certainly not least I also run a training company with my partner in Paris.

​I live in France between the west coast (Vendée) and Paris but tend to spend the majority of my time in the capital due to my various work obligations and activities. My greatest interest and passion is for people management and the way that this is evolving and what it is evolving towards.

I started writing in 2019 following a discussion (actually an argument!) that I had with various people regarding what was more important; the way that customers were treated in service industries or the way that employees were treated in those very same organizations. This discussion set me to thinking about the importance of companies taking a more employee-centric view towards the way they were running their business. In other words, being less « customer-centric » and being more involved with the way they were managing relationships with their employees. Over the last years, I have also taught a lot to my students about the importance of building internal value (for the employees) before external value for the customers (putting so to speak the « horse before the cart » and not behind it!).

​All of this is what led me to write my first book Employee Power which talks about why there is so much need today for a paradigm shift from customer to employee-centric management. In the book, I explain why it is that Employee Relationship Management (ERM) should always come before Customer Relationship Management (CRM). Not only that but I also explain in the book how to harness this power that I call employee power in order to create sustainable competitive advantage.

​My second book was released in November of 2020 and is called One to One – Managing quality time with individuals for engagement and success. My main ambition for the moment is to become a mainstream management writer and author.”

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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.

5 Reasons to Get Customer Experience Certification & University Recommendations

5 Reasons to Get Customer Experience Certification & University Recommendations

Delivering great customer experiences has become a top priority for many companies. Given the increased focus, employees and leaders with CX skills are in great demand. While on the job training and reading books provide great learnings, getting CX certified from a formal university program can accelerate your career. It did for me and that’s why I recommend you do the same.

The customer experience course I completed is now offered at several reputable schools including:

5 REASONS TO GET CUSTOMER EXPERIENCE (CX) CERTIFICATION

  1. FLEXIBILIT& CONVENIENCE. You can take CX course online. There’s no deadline to finish and can begin the class right now.
  2. COURSE CONTENT. You’ll gain access to helpful tools and templates that you can bring back to your job to make an immediate impact.
  3. TEACHERS EXPERTISE. Classes are taught by CX leaders across different industries. They share meaningful and relevant examples that reinforce the coursework including developing personas and journey maps, CX measurements, building a CX culture, and more.
  4. NETWORKING OPPORTUNITIES: Connect with people who have instituted successful CX programs at their workplace.
  5. UNIVERSITY-BASED COURSE. The program is not a seminar or conference.

TAKE ADVANTAGE OF REDUCED TUITION COST

I’ve been able to get DoingCXRight®‬ readers a significant discount per my board position.

DISCOUNT APPLIES TO MORE CERTIFICATION COURSES:

Design Thinking

  • Navigating Through Disruption with New Strategic Models
  • New Models for Hiring, Retaining & Growing People for the Future
  • Fostering a Culture of Innovation
  • Sustaining Growth with Best Practices for Organizational Design & Governance

Going Virtual

  • The Future of Big Data Security
  • Machine Learning & Artificial Intelligence
  • The Blockchain Revolution
  • Data Analytics Platforms & Tools
  • Managing a Global Operation

Cybersecurity

  • What’s the Big Deal about Cybersecurity
  • Cybersecurity Insurance Strategy & Risk Alignment
  • Risk Quantification, Vulnerability & Compliance
  • Managing Through a Breach & difficult times

Besides A Discount, I Can Help You:

  • Elevate your personal brand and position you as a CX Leader on your resume, social media, etc.
  • Create an impressive capstone project that helps your career.
  • Apply CX methodologies i.e. Journey mapping at your company to gain a competitive edge.
  • Get introduced to experts and communities to expand your CX network.
  • And much more.
Doing Customer & Employee Experience Right In The Digital Age

Doing Customer & Employee Experience Right In The Digital Age

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-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

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About Steven Van Belleghem:

Doing Customer Experience Right In The Digital Age

A global thought leader in the field of Customer Experience. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game, and taking your social responsibility to win the hearts and business of customers over and over again. He is the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’, ‘The Offer You Can’t Refuse’ and a technology thriller called Eternal.

Website Twitter: @stevenvbe. Instagram: @stevenvanbelleghem  Youtube 

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.