How Employee Experience Drives Customer Excellence with Lisa Nichols

Subscribe and Listen

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

1. What is the connection between employee experience and customer experience? 
2. How does company culture impact the way customers perceive an organization? 
3. Why is employee retention important for delivering consistent customer service? 
4. Why is consistency key to building customer trust and confidence? 
5. What role does leadership play in ensuring a positive customer experience? 

Top Takeaways:

• How employees are treated within an organization directly impacts how customers perceive and experience the company. When employees feel valued, cared for, and seen, they bring that same energy to every customer interaction. 

• Employee tenure is an indicator of a healthy workplace, where people feel fulfilled and are unlikely to leave even when opportunities elsewhere arise. 

• The goal for leaders is to provide opportunities for growth that equip employees with the skills to thrive. Then create a work environment they love and don’t want to leave.  

• Core values must be more than just words on a wall. A great work culture shows up in the hallways, meeting rooms, and customer interactions.  

• What happens inside the organization is felt by customers on the outside. The leadership, the organization’s mission statement, and the team must be aligned, because those on the front lines deliver the customer experience. 

• People want to know what to expect when they do business with you. Consistent actions and reliable results create trust, which is just as important as product quality.  

• The consistency and trust built over time make customers confident that, when mistakes occur, the company will address them openly and make things right. Customers don’t expect perfect performance, but they do expect reliability. 

• Successful leaders aren’t afraid to ask questions or adopt new ideas. Some of the best lessons come from listening to other people’s stories. Leaders who seek feedback and absorb wisdom from others consistently improve. 

• Plus, Lisa shares more insights from her book, Something Extra: Uncover Your Strengths. Unlock Your Potential. Unleash Your Impact. Tune in!  

Quotes:

“If we take care of our employees, they’re going to take care of our customers, and then our success will follow.” 

“The customer experience begins with employee experience. Without the employee experience, there is no customer. Start by investing in your team.” 

“If you really love your people, you’re going to want them to be the best version of themselves. Helping employees grow is not just for them, but it enables better service to customers, too.” 

“Customers feel your culture. It is how they experience the organization, not just in the products and services you deliver.” 

About:

Lisa Nichols, CEO and co-founder of Technology Partners, is the author of Something Extra and a top-ranked podcast host, mentoring leaders to embrace the unique qualities that set them apart.  

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