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
How To Easily Turn Your Employees into “Hospitality Jedis!”
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Maxine Shapiro
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Episode 3
#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.