Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction.

About the Guest

Michael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field.

Relevant Links

• LinkedIn Profile
• https://www.cx-excellence.com/

Episode Summary

In this episode, Gregorio Uglioni and Michael Brandt dive into the nuances of employee engagement and its profound impact on customer experience. Michael emphasizes the importance of treating employees with decency, involving them in decision-making, and understanding their individual needs. He shares valuable lessons from his time at ABB, where effective feedback mechanisms and inclusive practices significantly improved internal processes and employee satisfaction.

Michael discusses the pivotal role of employee engagement in industries with high customer interaction, like hospitality and travel. He contrasts this with sectors like warehousing, where employee satisfaction might not directly affect customer perception. Throughout the episode, Michael underscores the importance of context in designing employee engagement strategies and shares actionable tips for fostering a supportive and productive work environment.

The Top 3 Key Learnings

1. Employee Involvement in Decision-Making: Including employees in decision-making processes enhances their engagement and ownership, leading to better outcomes and a more motivated workforce.

2. Importance of Feedback: Regular, constructive feedback, both positive and negative, is crucial for employee growth and maintaining a healthy work environment.

3. Tailored Employee Engagement Strategies: Understanding and addressing the unique needs and priorities of employees, much like with customers, is essential for fostering loyalty and satisfaction.

Chapters

00:00 Introduction

00:56 Guest Introduction - Michael Brandt

01:44 Discussion on Employee Experience

03:00 Importance of Employee Engagement

05:12 Industry-Specific Engagement Insights

09:56 Feedback Mechanisms

12:35 Maintaining Employee Motivation

20:16 Case Studies and Real-World Examples

27:26 Practical Tips for Employee Engagement

28:43 Conclusion and Event Announcement

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