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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
Zappos – A True and Transparent Path to Delivering Happiness Part 2
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Maxine Shapiro
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Episode 18
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.