In this episode, we discuss the importance of treating your employees like customers to drive customer loyalty. We have with us Vipula Gandhi, Managing Director at Gallup, who has vast experience working in different industries such as hospitality, consulting, and banking. As a true expert in business strategy, business performance and human potential, Vipula will talk about how to leverage information and extract insights to strategically take action that directly impacts the business. Join this interesting conversation to understand how emotions improve the customer experience and how to build a brand that transcends time by taking care of their employees.

About Vipula and Gallup 1:26
What is wrong with the current way we think about customer experience? 3:31
Example of emotional and actionable drivers in customer experience 14:14
The importance of treating your employees right 18:50

“What we have found through science and through our experience of working with clients in this area is that, we don’t want people to complain obviously, but when people complain there’s an opportunity for you to actually increase the emotional engagement with the brand after the complaint more than what was possible before the complaint.” 14:24

www.gallup.com
https://www.linkedin.com/in/vipulagandhi1/