On this episode, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of understanding the emotional journey of both customers and employees and how it impacts their experience. Plus, he emphasizes the need for organizations to prioritize both EX and CX and create a culture where everyone is responsible for creating a great human experience.

Key Takeaways:

• The emotional journey of both customers and employees is crucial in shaping their experience.
• Organizations should prioritize both employee experience (EX) and customer experience (CX) to improve retention and profitability.
• Building personal relationships in the workplace is essential for creating a positive employee experience.
• Leaders should provide training on managing remote teams and invest in bringing employees together for in-person interactions. In-person interactions are crucial for building personal bonds and strengthening emotional connections within teams and with customers.
• The first 100 days of a customer’s journey are critical for fostering long-term loyalty.
• Investing in customer experience has a significant impact on profitability and revenue.
• Empowering employees to create great experiences is essential for delivering exceptional customer service.
• Mistakes can be turned into marketing opportunities by responding in a remarkable way.

About the Guest:

“For almost twenty years, Joey has helped organizations retain their best customers and employees – turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences and employees’ experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again.”

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