272: Your Employee Experience Is Showing Up in Your Customer Experience

Your employees don't experience your organization through its mission statement. They experience it through their leaders.

In Episode 272 of the Customer Service Revolution, Denise Thompson talks with Dave Murray, Vice President of Consulting at The DiJulius Group, about the connection between employee experience, leadership and customer experience.

Dave shares lessons from his work with PSECU, including why managers must reinforce CX standards after training, how better one-on-ones can change employee relationships, why organizations should examine turnover by department and how recognition from frontline leaders influences engagement.

The bigger message: customer experience and employee experience cannot operate independently. The employee experience your company creates eventually becomes the customer experience your customers receive.