SUMMARY
Nate Brown – Chief Experience Officer at Officium Labs, and Co-Founder of CX Accelerator. Nate talks about his role, what coming with CX Accelerator and how to implement a Voice of the Employee and Employee Engagement Strategy.
SHOW NOTES
Takeaways:
✔️ Companies need to take the same amount of time and energy they put into their customers and replicating that same intentionality into their people. We are not going to give our customers a gift that we won’t give to you.
✔️ Create a culture where everyone gets to participate in the betterment of the customer experience.
The books that have influenced Nate the most in the past year:
✔️ Fusion by Denise Yohn
✔️ Service Culture Handbook by Jeff Toister, CPLP, PHR
✔️ Customer Understanding by Annette Franz, CCXP
His note to all the customer service and CX professionals:
“Be encouraged. Know how important the work you are doing is, work together, and keep fighting to do it really well. It is so important to reduce the stress and friction in people’s lives”
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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