Human Connection and Emotional Impact in EX and CX

Last Updated September 3rd, 2023

Joey Coleman, Never Lose an Employee Again, The Customer Experience Podcast, Never Lose a Customer Again, emotional impact, emotional intelligence, human connection, EX, CX


Listen to “Human Connection and Emotional Impact in EX and CX” on Spreaker.

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In this age of growing digital distance, people are dying to find connections. They want to feel seen and heard. They want to know that they matter.

Those people are your customers. They are also your employees.

Customer experience and employee experience are two sides of the same coin. When your employees feel valued and appreciated, your customer’s experience will be positively affected. The opposite is also true.

With that in mind, experience can easily supersede the realistic quality of your product or service. This means that the way we make people feel directly impacts our bottom line and the overall customer experience that we are trying to build.

However, customer and employee experiences are not something that can be rebuilt from scratch. Their methodology must be tweaked and changed while they are already in operation, making the process of change even more difficult.

How can these areas be addressed and improved? What tools can be adopted to create better experiences all the way through the process?

We spoke with Joey Coleman, Wall Street Journal bestselling author of two beautiful companion books, Never Lose A Customer Again and Never Lose An Employee Again. With a compelling background in government, law, and – yes – customer experience, Joey helps organizations focus on the First 100 Days of both CX and EX.

After years of research in the employee experience field, Joey has written a pair practical, evergreen books that will stand the test of time and continue to resonate with audiences decades down the line. A champion of the “six modes of communication” and the value of video, Joey has made it his mission to educate, enlighten and build better, more in-tune leaders for generations to come.

  • Why CX and EX are two sides of the same coin
  • What the six communication tools are and how to leverage them in the First 100 Day and beyond
  • How creating TOJ (tears of joy) can result in an emotional impact in customer and employee relations
  • How to harness the potential of video messages



Human Connection and Emotional Impact in EX and CX

Hear Episode 265 and every other conversation of The Customer Experience Podcast in your favorite podcast player …

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We also embed the full conversation and make it searchable right here in these blog posts. The recording with Joey Coleman is right here …

Listen to “Human Connection and Emotional Impact in EX and CX” on Spreaker.



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Video Highlights with Joey Coleman

Check out the top five video highlights from the discussion about human connection and emotional impact in both employee experience and customer experience


1. Definition of Customer Experience



2. Importance of Human Connection



3. The Relationship Between EX and CX



4. The Backstory of Never Lose An Employee Again



5. The Power of Video Messages and Video Communication



Thanks To Sons



Bonus: Nod to LEGO for EX and CX


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Ethan Beute | About The Author

Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and Wall Street Journal bestselling co-author of Human-Centered Communication and Rehumanize Your Business, Ethan Beute collects and tells stories of clearer communication, human connection, and higher conversion through simple, personal video messages. BA: University of Michigan. MBA: University of Colorado-Colorado Springs.

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