We've really been / over-focused on being / so customer-centric / that we've left our employees behind. // Some of the most well-known brands in the world / are finding themselves facing / a crisis of prioritization. // They so over-prioritized customer / that employees have said enough is enough. // You may be / the most customer-centric company on the planet, / but maybe your employees aren't happy. They're saying, / "I'm driving my delivery truck in 105-degree temperature with no air conditioning / so that you can hit your two-hour delivery commitment." // There is no shortage of reasons / why employees are no longer as satisfied, willing, or committed to do what they do every single day. // How supported are they to do their job? / Are they trained and enabled in the skills that they will need / not only today but in the future? / Is there trust between the employee and the company? / All of these things make up the totality of the employee experience, / and when you get dissatisfaction in any or all of those categories, / lots of things start happening. // People start quitting their jobs, / and then you don't have enough people to work. / Or you start to see that quiet quitting, / where it's just a paycheck. / They continue working at their jobs / and they give poor service, / which then means your customers don't come back, / which means the company doesn't grow. // Make no mistake, / there is a deep connection between / what employees do and feel every single day / and what the customers / feel and do every single day. // When you have an unhappy employee set, / your customer / really notices it. // One of the most troubling statistics that came out of the research / that was the foundation for "The Experience Mindset" / was the fact that / a majority of organizations / survey and collect data on their employees / and - wait for it - / do nothing with it. / Executives think they've got a handle on what's happening in their employee / base or even in their culture, / but in reality, / many don't. // When your employees are saying, / "Hey, I need help," / "Hey, I'm burning out," / "Hey, the tools I'm using are not working effectively," / and you do nothing with them, / it breaks trust between the employee and the organization. // Trust is really the bedrock of a company. / So you constantly want to be depositing into the trust bucket // because that's where organizations have a huge opportunity to really improve the experience of their employees.