Скачать или смотреть Fix Customer Experience by Fixing Employee Experience (Leadership Lessons)

Leaders can’t coach their way out of a broken employee experience. In this episode, Sacha Thompson and Calvin Stovall share practical leadership lessons for improving customer experience by strengthening the day-to-day reality of your team.

From hospitality to healthcare to any service-driven workplace, we cover how trust, inclusion, and employee well-being show up directly in customer service—and what to do about it.

In this episode, you’ll learn:
Why employee experience is the fastest lever for improving customer experience
How employee experience shows up in customer service (even when no one says it out loud)
What leaders can do to support well-being—and why training managers is non-negotiable

Quote to remember: “There is no positive customer experience until you have a positive employee experience first.”

Chapters

00:02:25 The fastest way to improve customer experience: start with employees
00:05:22 Customer service is a culture signal (not a personality trait)
00:10:17 Leadership lessons that protect energy, trust, and consistency
00:13:18 Why manager training is the lever (and what to teach

#customerexperience #customersatisfaction #leadership #inclusionmatters #hospitality #hospitalityindustry #training #frontlineworkers #workforce #culture #psychologicalsafety #management