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Elevate the Employee (and Customer) Experience

Making a Lasting Impact on the People That Power Your Business

Shep Hyken interviews Robert Glazer. They discuss his practice of employee “wish-granting,” common service mistakes businesses make and his book, Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others.

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Top Takeaways:

  • Find ways to do something meaningful for your employees around the holidays—or any time of year. Experiences often are better remembered and make a bigger impact than money.
  • By investing in your employees, you are investing in the culture of your organization. With a strong culture, you will attract and keep the kind of employees you want.
  • Customers will not love your company until your employees love your company. Focus your efforts on the employee experience and the customer experience will follow.
  • “Capacity building” is the method by which individuals seek, acquire, and develop the skills and ability to consistently perform at a high level in pursuit of their innate potential.
  • The four elements of capacity building are spiritual, intellectual, physical, and emotional. Focus on each of these elements individually and you will improve your entire being.
  • “Spiritual” does not necessarily mean religious. In business, it’s about knowing who you are, what you want, and the standards by which you want to live each day. This is crucial to be a successful leader.
  • Three common service mistakes even top businesses make are not establishing rapport with customers, over-responding to a single piece of feedback, and not offering customers full explanations.
  • You don’t have to tackle 100% of change all at once. Tackle 1% every day, and soon you will see it add up into big, positive change.


“If you really want to impress people, listen to them. You will be amazed by how much they appreciate that.” – Robert Glazer

“It only takes a few seconds to ask someone how their day is going.” – Robert Glazer

“Make the 1% improvement. If you do 1% each day, it adds up pretty quickly and soon you’ll see big change.” – Robert Glazer


Robert Glazer is the founder and CEO of Acceleration Partners. He is a serial entrepreneur and author of Elevate: Push Beyond Your Limits and Unlock Success in Yourself and Others.

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

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

  1. What is the secret to a good employee experience?
  2. How does the employee experience affect the customer experience?
  3. What are the top 3 customer service mistakes businesses make?
  4. What should I get my employees for the holidays?
  5. How can I build my company culture?

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