On this episode, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and customer experience. Shep also discusses the business case for investing in customer experience and provides tips for moving from satisfactory to excellent customer experience. Additionally, he highlights the significance of the applicant experience and the role of fun in the workplace.

Tune in to learn:

• Why customer experience is a key differentiator for businesses and can lead to increased customer loyalty and financial success.
• Why companies make the mistake of viewing customer service as a cost center rather than an investment that can drive growth.
• How to create a customer-centric culture requires leadership commitment, effective communication, training, and role modeling.
• Why the applicant experience is an important aspect of the employee journey and can impact the overall employee experience.
• The reason having fun in the workplace can improve employee engagement and contribute to a positive customer experience. Creating a happy and engaged team leads to higher employee satisfaction and productivity.
• Why customer experience should be a cultural philosophy, ingrained into every aspect of the organization.
• How to utilize open communication and transparency to build trust with customers and employees.
• How to prioritize customer experience in a way that leads to increased customer loyalty and business success.

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