Listen to “Human Connection and Emotional Impact in EX and CX” on Spreaker.
Apple Podcasts | Spotify | Google Podcasts | Amazon
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.
Hear Episode 265 and every other conversation of The Customer Experience Podcast in your favorite podcast player …
Once you’re in your favorite podcast player, please give us one additional click to rate the show. Thanks!
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.
Check out the top five video highlights from the discussion about human connection and emotional impact in both employee experience and customer experience…
