I was recently at a friend’s holiday party where I had the opportunity to meet a lot of new people, a great way to start the year! I was very excited about some work that I’d been doing on resetting how we traditionally look at the employee experience. So… I was kind of chatty about it. It was evident that, regardless of their industry, others had challenges with things like building culture, improving moral, motivating, etc. I found myself giving useful advice throughout the night and it felt amazing to help others with knowledge that I took for granted. I want to share my experience with you and hope that you join me in the conversation to help others benefit from our collective experiences.
I am passionate about employee culture and the customer experience. This transcends any industry. As so many companies are focused on the customer experience by improving and innovating the customer’s journey via product, process, and benefits, I believe there is opportunity to improve the employee to customer interaction, enhancing the customer’s overall experience.
Employee empowerment, recognition, understanding of expectations, relationship with their leadership and the tools they have access to can arm these individuals to create a strong customer dialogue. Internal culture (a very popular buzzword) can make or break the customer experience regardless of much we spend in money, time, and resources.
I wholeheartedly believe in these principles, and I think that will come through in this blog as it does with my person-to-person interactions. Over the years, I have developed a methodology for solving problems like this, regardless of the industry.
I hope the information I will share on this blog will help others to understand how important it is to focus on the employee experience to ultimately create the kind of customer experience that will yield success, however we choose to define that. And, if this blog does not fully help with that, I can be available on a one-to-one relationship to help achieve those goals.
I invite you to enjoy my future articles and encourage you to ask questions and participate.