Let's read...

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.

Let's follow Tiffani...

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.

Let's read...

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.

Let's follow Tiffani...

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.