The Employee Experience Revolution with John DiJulius

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can every employee contribute to a better customer experience? 
2. How can company leaders support successful customer experience investments? 
3. What role does employee training play in improving customer satisfaction? 
4. What are common staffing mistakes that companies should avoid for better customer service? 
5. How are customer retention and employee retention similar? 

Top Takeaways

• A good customer experience starts with a good employee experience. The CX will never be better than the EX. 

• An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose. 

• The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business’s success as delivering an outstanding customer experience. 

• There is a quote that says, “You are the average of the five people you surround yourself with.” However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company’s and its employees’ success. As leaders, we are responsible for creating a team that helps each other excel. 

• Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company’s success. 

• Prioritizing employee satisfaction and fulfilment is essential for business success. Just as companies strive to fulfil their customers’ needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees’ growth and fulfilment. 

• Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company’s commitment to delivering exceptional customer experiences. 

• Plus, Shep and John discuss what “hire’s remorse” is and how to avoid it. Tune in! 

Quotes:

“The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers.” 

“You can’t fully separate your personal and professional life. If employees are miserable in a toxic work environment, it impacts their overall happiness. So, you want your employees to be proud and have meaning and purpose in what they do.” 

“If you are not taking care of your employees, you will have the problem of having to train new ones every 90 to 120 days. If they are not happy, you cannot keep them.” 

“If you set out to change your company culture to turn it into a customer-obsessed culture, but you don’t have support from the leadership, it is a wasted investment.” 

About:

John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. 

Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.