Let's Talk About CEX! The Customer and Employee Experience

Dr Alison Horstmeyer was doing research on anxiety.  Then she came across some work on curiosity.  “Is there a tie between anxiety and curiosity?”  Alison takes us on this ride into our own inquisitiveness.  “The way in which you explore is, is going to, determine how comfortable you are from leaving what you know, and also the degree in which you do that.”  Though she uses terms like uncertainty and fear of it, heard during the depth of the pandemic, terms that became generalized and almost unempathetic. No oversimplification here. Just profound knowledge and help.Connect with Alison:Website: www.dralisonh.comLinkedIn profile: www.linkedin.com/in/dralisonhorstmeyer

As consultants how many of us have been contracted to come in and solve one problem, when the real issue was covered up by an “ambiguous and complex situation.” Justin Zalewski and Studio Science thrive on those challenges and come out victorious every time. Be ready to take notes – and smile a lot.  He covers it all, IT, overburdened, understaffed teams, etc.In this spirited conversation, Justin Z (and his great voice) humbly share stories where their deep knowledge, agility, and not-quitting-until-they-got-the-right-answer-and-then-solved-it boldness were the most rewarding jobs for them.  Of course, their clients were thrilled too.  Still, when listening to Justin and his enthusiasm and wisdom about the connection between employees and Customer Experience and the executives, you know this man is on a mission to free all organizations from the old hierarchical way of doing things that barely get companies by. Connect with Justin:Personal website: https://justinzalewski.comStudio Science website: https://studioscience.comLinkedIn profile: https://www.linkedin.com/in/justinzalewski//

If you're a caregiver or carer who also has a passion that you love, having your own small online business may be your answer.  It's been a godsend for Trudy Rankin's Australia, and beyond, community.  AND, if you already have a small business or online biz, then you need to know how quizzes can up your Customer Experience. Trudy teaches her groups how to fill needs and not just assume what you're offering everybody wants.  And just because she is the quiz queen, her work in helping the people that must be home all day, the angels that care for the people they love,  find even more fulfillment with a side biz that brings joy to those who give and ultimately those that receive. Trudy's humility and wisdom are worth way more than 30 minutes of your time.  Thanks for listening!From Caregives to Quizes, there's Magic in Trudy's WisdomConnect with Trudy:LinkedIn - https://www.linkedin.com/in/trudyrankin/ YouTube - https://www.youtube.com/channel/UCMgbnu1oTHtAkEGf7JGCZSQ/ Facebook - https://www.facebook.com/onlinebusinessliftoff Instagram - https://www.instagram.com/onlinebusinessliftoff/ 

With Clients like DOW, Hagerty, and UKG, Jim Tincher, CCXP, Founder and CEO of Heart of the Customer, LLC, knows How to “Do B2B Better: Drive Growth Through Game-Changing Customer Experience.” That's also the title of his new book.Tincher talks about the “Emotional Northstar,” (it's real), the value of the right survey, and how confidence is the key to maintaining and growing the B2B customer. You'll be mesmerized by how he tied this all up in our brief time together. One of the many tips he shares is for CX leaders and managers to spend a few minutes, (I'm sure more), building their relationship with Finance. Now that's a collaboration we can all believe in. Through his unique surveying, Tincher can show how building loyalty is just above new prospecting. Face it, we all know Finance is about the “facts, please.” You'll get plenty of those here.Website: https://www.HeartoftheCustomer.comConnect with Jim:https://www.linkedin.com/in/jimtincher/

There are thousands of books out there that contain a plethora of ways to make your Customer Service and your Customer and Employee Experience Legendary.  And unfortunately, there are an equal number of manuals and scripts that help the CSR say exactly the right thing when a customer or guest says…. Here is where Maxine asks you to suspend your thinking and start teaching the components of improvisation.  She takes her years of training hundreds of teams and leaders and capsulizes it into 5 simple concepts and begs you to take it one step further and give the group the experience of it.  Until a CSR, Manager, or Team can really feel the difference between sincere empathy and rote responses, your CEX will never be Legendary. The beauty of this training is that improvisation changes the person. We call this employee empowerment and development. It's a win for the customer, for your business, and for the employee.Connect with Maxine:Maxineshapiro.comLinkedIn.com/in/maxineshapiro.com

In Part 2 of this rich conversation with Jamie Naughton-Henriod Chief of Staff for Tony Hsieh, ex-CEO of Zappos, we go beyond the walls of Zappos as she tells how hands-on they were when they had to outsource their call center. From tours to the global work environment to the current “power shift” from employer to employee, Jamie shares her experience and wisdom constantly reminding us of Tony Hsieh's mission – and it's not about shoes.  Enjoy.

Grab your tablet, pen paper, or crayon as Jamie Naughton-Henriod, Chief of Staff for Tony Hsieh, ex CEO of Zappos,  takes us for a deep dive into the culture and customer service extraordinaire, that organizations still wish they could duplicate.  Jamie was instrumental in creating, establishing, and evangelizing this dynamic culture that made the online retailer one of America's most recognizable — and beloved — employer brands. And because of the richness of this conversation, I've made it into two parts. So be ready to go for a ride through time as Jamie reveals the real mission of Zappos.  I'll give you a hint – it has everything to do with love for the customer and employee. Connect with Jamie:https://www.linkedin.com/in/jnaughton/ 

Let's go back to the 1880s and see what life was like for the workers and what was the catalyst for Labor Day.  Maxine highlights a few facts on unionization and just a couple of stats and stories regarding minorities and their voice and influence in our labor movement.Connect with Maxine:Maxineshapiro.comLinkedIn.com/in/maxineshapiro.com

There's no better time than the present, for employees to be evaluating their present position. Or maybe you've been forced to appraise your current path.  Brian Hinchcliffe, career consultant, extraordinaire, talks about why and how people can make the most of their time of transition and not be forced into making the same mistakes in taking a position they are not happy in.  We all know that much of the workforce does not want to go back to the pre-pandemic discomfort and unhappiness some of us felt in our jobs. Max and Brian dig deep into all the positives of a transition, and how you can take an honest appraisal by asking yourself and those around you, specific questions.  If not for ourselves, we all know somebody that could use some wise tips and guidance. Connect with Brian:LinkedIn: https://www.linkedin.com/in/brian-hinchcliffe/

Here's where Maxine shares her wisdom, experience, and humor by reminding us that when we think no one sees or hears us, whether in CX, EX, management, or leadership, we're actually in a fishbowl!  Whatever we do, people are watching. And not in a creepy way.  Just being in the role we play, our customers, guests, and teams see us for bad – pouty, impatience, apathetic, or for good. The good is generous, joyful, natural, present, and agile.  But Max doesn't stop there.  She introduces her Seek The Surprise, mentality and how we can use it in all of our lives.  Sit back and have fun – whether anyone is watching or not!

Steven J. Vaughan-Nichols, “aka sjvn,” has been writing about technology since “300bps was the cutting edge.” And he is no dinosaur! Steven and Max take a light romp through “new collar” work, unionization of employees, women in tech, and a couple of other provocative issues. Steven's wisdom, knowledge, and good heart shine throughout.  Sit back and let us know if we pushed any of your bottoms.  That's always our hope.Steven's Websites:https://www.zdnet.com/meet-the-team/us/steven-j-vaughan-nichols/https://www.computerworld.com/author/Steven-J.-Vaughan_Nichols/https://practical-tech.com/Connect with Steven:Twitter: https://twitter.com/sjvnFacebook: https://www.facebook.com/sjvn1LinkedIn: https://www.linkedin.com/in/sjvn1/

Almost ten years ago, David Rueda, began a new position in Fintech at LendingUSA, leaving a most successful career in selling luxury items.  He was not sure he could be fully expressed, in Fintech.  What happens when you see life through new lenses?  David, now Executive VP at LendingUSA, most joyfully discusses, how making human connections is always his number one purpose whether employee, client, or colleague. Don't be fooled by his breezy spirit.  He is passionate about ensuring all stakeholders are happy AND prosperous. Website:https://www.lendingusa.comConnect with David:www.linkedin.com/in/davidrueda

So what do you really think of Elon Musk? And his email to employees?  “Everyone is required to spend a minimum of forty hours in the office per week...not some pseudo-office.” Your host, Maxine Shapiro, ex-financial commentator on NPR's Marketplace, goes on a rant.  Just when you thought command and control leadership was properly put to rest, Musk dangles this carrot out to other CEOs…well…you'll just have to listen. Max uses humor, a little sarcasm, and a few facts to make her point that this is not the time to go backward. Website:www.maxineshapiro.comConnect with Maxine:www.linkedin.com/in/maxineshapiroTwitter: @MaxineShapiro

A Human Resources thought- leader, Kirkland Jones, speaks in plain terms as he sheds light on the business model of the industrial age that had a stronghold in organizations long after the end of that era. You'll recognize it: when “people were interchangeable” and “the world is stable and predictable and anything other than that was bad.” With his 40+ years of going into organizations that know they need to change and don't know how, he tells the stories of what happens when this transformation toward a collaborative and more transparent environment is practiced and embraced.  Executives, you're going to want to listen to this one.To connect with Kirkland:email address:  ktjones@teamsuccessroadmap.com LinkedIn:  www.linkedin.com/in/kirklandtjones

Long before the people-who-make-up reality tv created Undercover Boss, there was Bradly Sax suggesting that his hotel client check-in and go through the guest journey. (Bradly will tell you the rest of the story) And now he's helping make better communities throughout the world AND on military bases. You'll be inspired and you'll be touched.  You'll also be educated as Bradly reveals his four components of an Audacious and Legendary Customer Experience!   Connect here: https://www.linkedin.com/in/bradlysax/ http://www.lendlease.com/ 

The “why” for Evelyne Joan, the owner of Mauro's Café in West Hollywood, is not about revenues, Customer Experience (CX), or Customer Loyalty – those take care of themselves – they're strong.  It is about how she cares about her employees and her community.  There is no doubt that you will be touched and inspired by the actions Evelyne takes through her supportive and unselfish motives.  Whether you're a small business owner or CEO of a large conglomerate, listen and then stay until the end of this episode to learn what you can do to begin to duplicate this win-win-win culture. 

“What?!!!” was my reply when my guest, Treasa Edmond, best-selling, nonfiction ghostwriter, content strategist, and podcaster, and I were in a friendly and heated discussion about the customer/client experience (CX).  Treasa holds nothing back in this episode, which can also be titled, “You're the Expert!” or “You Just Don't Like the Word ‘Wrong!'” If you're a solopreneur, business owner, or C-Suite executive, or you find yourself being bulldozed by your clients, and may have bouts of imposter syndrome, sit back and listen to Treasa's wisdom and experience. And, as always, make sure you listen at the end as I share Part 2 of the story and reveal who the business is. Websites: www.edmondwriting.com www.thewritingmindset.com/bossresponses Connect with Treasa on social media!Instagram: @thewritingmindsetTwitter: @treasae and @bossresponsesJoin her on Facebook at https://facebook.com/groups/thewritingmindset

New rules of CEX, The Customer and Employee Experience, have evolved, and we are now set free, to be honest, AND to be of service!  In this Moment with Max, she takes you from the coffee shop to the doctor's office, and from experience to data on why transparency, apology, and humor are the guideposts in building lasting relationships with our customers, client, or patient. There are surprises. It will mean a change in attitude that goes deep into what we thought worked.  Please listen with an open mind, and enjoy! For Customer Delight Study: www.maxineshapiro.com/report

#005 How do components of the theatre make for a powerful leader whom employees want to follow?  Colleague and friend, Teresa Norton, Founder of StarMakerHK, shares her decades of work with top-level executives. She goes into depth explaining her process through “directing,” her clients to be Employee Experience (EX) focused.  Whether you're C-Suite or CX team manager, in this spirited conversation, you'll learn about tools that can transform your thinking and behavior.  As always, make sure you listen to the end for the highlighted CX story of the month. 

DISCLAIMER:  I'm eager for you to hear this content-rich interview with John Goodman.  This was my first taped interview and my sound quality is not up to par. John sounds great. Mine does get better, so stay in there, and thank you for understanding.  #004 Get your pen and paper ready and be prepared to be delighted by John Goodman and Customer Care Measurement & Consulting's research on Customer Delight. For over 40 years John has been measuring customer satisfaction and customer experience (#CX), and even he was amazed by some of the numbers and results.  Did you know that customers and guests can be delighted by digital communication?  We all know the power of the words we choose in an email – the same is true with chatbots and business correspondences. That's just one of the many surprises and dozens of stats we look at in this episode.  John's can be reached at jgoodman@customercaremc.com And to receive a copy of the in-depth article on Customer Delight www.maxineshapiro.com/report  

#003 Yosemite National Park is the number one tourist attraction in California and there is a good reason why Tenaya Lodge is rated one of the top luxury hotels in the Park.  Meet Brett Archer, General Manager of Tenaya Lodge, as he humbly describes what he does to joyfully engage with his guests AND associates. Brett knows the value of demonstrating an Audacious Guest Experience (CX) by having a simple yet deeply impactful attitude towards his internal guest (EX).  He also empowers them to make sure all guests are happy. That means keeping an eye open for any distrust signals from guests.  Problems are opportunities. He has two words for any manager, owner, CEO.  It may turn out to be your new mantra.

#002 Germanico Cruz, ex -VP of Papyrus and VP of Business Development with Strategic Legal Practices Law Firm, gets asked that a lot.  “Is it conversion? is it sales?” Germanico takes us through his orbit as a master in CX and EX starting as a seasonal sales clerk at The Gap. He shares his wisdom through stories, on how empowering the employee with three simple words, avails them to make sure, “every customer leaves happier than when they first walked in.” 

#001 Welcome to a place where every Audacious and Legendary Guest or Customer Experience (CX), begins with the Employee Experience (EX).  Maxine Shapiro brings her expertise in storytelling, inspiring and defining in a down-to-earth way, why these two elements of a thriving business, must go hand and hand.  Right away, your imagination will be fired to start something new for your employees and guests or customers. She's willing to promise that.  Max also wants to hear your stories. Please click the link below, look for the mic and "Let's Talk About CEX" and tell her your awesome experience.  Small things or game-changers, we need to hear it.  If you prefer to write it, leave it in the comments.HTTP://www.maxineshapiro.com