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257: Happy Employees Create Happy Customers? Not Automatically
The real link between employee experience and customer experience is not happiness alone. It is readiness, training, empowerment, accountability, and leadership.
Summary
The phrase happy employees create happy customers is popular in customer experience, but it is incomplete. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius challenge the oversimplified belief that employee happiness alone leads to a world-class customer experience.
Employee happiness matters. If employees are miserable, unsupported, burned out, or treated like a cost center…
The skinny
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