Let's Talk About CEX! The Customer and Employee Experience
All Audacious, Outrageous, and Legendary Customer Experience (CX) begins with the Employee Experience (EX). Maxine Shapiro and her guests will reveal why and how this process is relevant and a highly effective way to approach your Customer or Guest Experience as well as your culture and mission. Maxine’s passion and expertise for Audacious and Authentic CX and EX came from her years as a financial commentator on NPR’s “Marketplace” and hosting of two financial radio shows and 20 years of speaking, facilitating, and coaching on Collaborcate! Collaborate, Communicate and Create ResultsExecs of businesses from all sectors, from hospitality to retail to B2B, will share the ups and downs in their quest to be Legendary. These organizations realized how they treated their employees directly influenced how the customer and guests were cared for. She’ll go into every nook and cranny. This is an exhilarating journey for all involved, and we want you to be inspired to discover your own Audacious and Legendary CX. Whether you’re already reaping the benefits of this paradigm or you know you need to, this podcast will fire your imagination! Click Subscribe now – your customers will be glad you did.
Let's Talk About CEX! The Customer and Employee Experience
“What’s the number one metric in CX, Germanico? It’s not a number.”
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Maxine Shapiro
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Episode 2
#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.”