Summary In this episode of the Customer Service Revolution podcast, Denise Thompson interviews Dave Murray, VP of consulting for the DiJulius Group. They discuss the critical connection between employee experience and customer experience, the challenges of accidental management, and the importance of a strong recruiting and onboarding process. Dave shares insights from his book, 'The Employee Experience Revolution,' emphasizing the need for organizations to focus on internal culture to drive external success. The conversation also touches on the evolving expectations of employees, particularly regarding work-life balance, and previews upcoming workshops aimed at improving recruitment and onboarding practices. Takeaways

• Employee experience directly impacts customer experience.
• 82% of managers are accidental managers, lacking training.
• Transforming internal culture can lead to better customer service.
• Companies must focus on consistent management practices.
• Recruiting processes should reflect company culture and values.
• Onboarding is a critical opportunity for engagement.
• Work-life balance is increasingly important for employees.
• Organizations need to proactively manage their culture.
• Effective training for managers is essential for retention.
• Creating a memorable experience starts from the first contact.

Sound Bites

• "82% of managers are accidental managers."
• "Two minutes to 12 seconds is a big difference."
• "We want to be selective in our hiring."

Chapters 00:00Introduction to Customer Experience and Employee Engagement 01:58The Need for Employee Experience Revolution 05:01Transforming Customer Experience through Employee Engagement 09:36Attracting and Retaining Top Talent 13:58The Importance of a Positive Recruiting Experience 17:39Creating Growth Opportunities for Employees 22:26The Importance of Structured Training 24:17Creating a Memorable Recruiting Experience 27:06Attracting Candidates: Company Culture and Reputation 31:04Work-Life Balance and Generational Expectations 34:18Enhancing the Onboarding Process 37:35Applying Recruitment Strategies to Educational Institutions

Links

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

Schedule a Complimentary Call with one of our advisors: tdg.click/claudia

Books: https://thedijuliusgroup.com/shop/

Zappos call: https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/

Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/

Contacts: [email protected] , [email protected]

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