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How emotional intelligence helps with employee and customer experience with Sandra Thompson from Ei Evolution
Episode summary
Emotional intelligence is a valuable way to build relationships with employees, increase motivation, and improve performance. But it also significantly boosts the employee experience — directly impacting the customer experience.
In this episode of CX Education, our host Heather Share welcomes Sandra Thompson, the founder of Ei Evolution. They talk about the importance of emotional intelligence in business, why trust is critical in the workplace, and how a good employee experience leads to a good customer experience.
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Guest-at-a-glance
💡 Name: Sandra Thompson
💡 What she does: She's the founder of EI Evolution
💡 Company: EI Evolution
💡 Noteworthy: Sandra is the first Goleman Emotional Intelligence Coach in the U.K. She started out as a customer experience consultant in 2010 when she founded Exceed all Expectations, which she rebranded to EI Evolution in 2021.
💡 Where to find Sandra: LinkedIn
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Key insights
⚡ Emotional intelligence is a vital life skill. Emotional intelligence helps you understand and recognize emotions. That's why it's so critical for both personal life and business. Sandra explains, "The EI evolution is about trying to help people grasp what emotional intelligence is and to invest in that skill. Because I think all of us know people we like to work with and those we don't like so much, and we know where we are productive and where we do amazing work. And I know that it will come down to, very often, emotional connection, and that's really what emotional intelligence is all about."
⚡ Trust is a must. Trust is mandatory in business. When there's no trust in a company, there's no mutual understanding or motivation. Sandra says, "The result of a manager not giving you the space, questioning, checking in, as it has been known in the hybrid environment, means that the employee knows the boss doesn't trust them. And I don't know about any of you, but if you know someone who does not trust you — how do you behave? You behave very differently than if you have someone supportive, trusting, encouraging, empowering, and all those amazing things."
⚡ A good employee experience leads to a good customer experience. Emotional intelligence helps create a good employee experience, which leads to an even better customer experience. Sandra explains, "They have created a meaningful, never-forget moment for a customer by being able to do something important to them. And the great thing about this is that the customer not only feels great, but the employee feels even more amazing, and when they share their story, there's a ripple effect, and there's the opportunity for everyone else to want to do something to feel like that."
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By SinchEpisode summary
Emotional intelligence is a valuable way to build relationships with employees, increase motivation, and improve performance. But it also significantly boosts the employee experience — directly impacting the customer experience.
In this episode of CX Education, our host Heather Share welcomes Sandra Thompson, the founder of Ei Evolution. They talk about the importance of emotional intelligence in business, why trust is critical in the workplace, and how a good employee experience leads to a good customer experience.
##
Guest-at-a-glance
💡 Name: Sandra Thompson
💡 What she does: She's the founder of EI Evolution
💡 Company: EI Evolution
💡 Noteworthy: Sandra is the first Goleman Emotional Intelligence Coach in the U.K. She started out as a customer experience consultant in 2010 when she founded Exceed all Expectations, which she rebranded to EI Evolution in 2021.
💡 Where to find Sandra: LinkedIn
##
Key insights
⚡ Emotional intelligence is a vital life skill. Emotional intelligence helps you understand and recognize emotions. That's why it's so critical for both personal life and business. Sandra explains, "The EI evolution is about trying to help people grasp what emotional intelligence is and to invest in that skill. Because I think all of us know people we like to work with and those we don't like so much, and we know where we are productive and where we do amazing work. And I know that it will come down to, very often, emotional connection, and that's really what emotional intelligence is all about."
⚡ Trust is a must. Trust is mandatory in business. When there's no trust in a company, there's no mutual understanding or motivation. Sandra says, "The result of a manager not giving you the space, questioning, checking in, as it has been known in the hybrid environment, means that the employee knows the boss doesn't trust them. And I don't know about any of you, but if you know someone who does not trust you — how do you behave? You behave very differently than if you have someone supportive, trusting, encouraging, empowering, and all those amazing things."
⚡ A good employee experience leads to a good customer experience. Emotional intelligence helps create a good employee experience, which leads to an even better customer experience. Sandra explains, "They have created a meaningful, never-forget moment for a customer by being able to do something important to them. And the great thing about this is that the customer not only feels great, but the employee feels even more amazing, and when they share their story, there's a ripple effect, and there's the opportunity for everyone else to want to do something to feel like that."