Aug 25, 2022
If you thought a global pandemic would
dim the lights of customer service - you thought wrong!
Customers still want answers to
questions, friendly assistance, and solutions for their problems.
But one thing is changing: the way we deliver answers and
To take a deeper look at the customer
experience, and how employee satisfaction relates to it, I’ve
invited two good friends to join me in conversation.
is a customer service and experience expert, keynote
speaker, bestselling author of I’ll Be Back: How to Get Customers
to Come Back Again & Again.
is a culture consultant for Fortune 500
companies, and Founder and President of SGEi,
a company that helps
customer-focused organizations develop a culture that attracts the
right people and retains top talent longer.
We start our conversation by discussing the way reliance on virtual
meetings has created new pressure on speakers, and how the speaking
industry has changed. Shep and Shane share why many organizations
are likely to keep the bulk of their company-wide meetings virtual,
and how that has put pressure on speakers not only to entertain but
also to provide actionable advice.
As part of the changes to the workforce, we’ve experienced The
Great Resignation - which Shane feels is more of a "A Great
Reshuffling." He states that more than 80% of employees who quit
their job during this period were looking either for better payment
or for a better culture.
It's simply true that companies with higher employee satisfaction
have higher customer satisfaction. Shep and Shane explore how a
strong, well-communicated company vision can increase employee
satisfaction, especially when supported by proper training.
Companies need managers and leaders who role model that
vision, and they need to celebrate the times when that vision
translates into meaningful goals.
Company culture is the combined attitude of the hearts and minds of
an organization's employees. If you want to raise your
company - and it's culture - to new heights. you’ll want to
listen to this episode!
Three Key Takeaways:
* Thought leadership practitioners delivering a keynote need
to tell a good story, but also ensure that their content is
actionable right away.
* People have a need to collaborate and learn, so webinars
need to be far more interactive, and contain more than simply a
* Research and surveys must always be updated. The
information you had five years ago may not be relevant today.