In this episode of Bacon Bits with Master Happiness, host Marty Jalove and guest Joe Janicki delve into the critical aspects of customer experience, focusing on the importance of listening, building trust with employees, aligning goals, effective communication, offering autonomy, and nurturing empathy. They emphasize that a strong customer experience is rooted in understanding and connecting with both employees and customers, fostering a culture of trust and open communication.
- Listening is a crucial skill in customer service.
- Building trust starts with hiring the right people.
- Effective communication is key to employee engagement.
- Aligning personal and company goals enhances motivation.
- Offering autonomy empowers employees and fosters ownership.
- Empathy is essential in customer interactions.
- Mistakes should be viewed as learning opportunities.
- Creating a positive culture requires consistent effort.
- Employees should feel safe to express their concerns.
- Customer experience is enhanced through genuine connections.
00:00 Introduction to Customer Experience
02:00 The Importance of Listening
10:54 Building Trust with Employees
21:51 Aligning Goals for Unified Vision
33:41 Effective Communication Strategies
48:35 Offering Autonomy to Inspire Ownership
55:55 Nurturing Empathy in Interactions
customer experience, listening, employee trust, communication, autonomy, empathy, business culture, customer service, leadership, employee engagement
with special guest:
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
CrimeLess: Hillbilly Heist
It’s 1996 in rural North Carolina, and an oddball crew makes history when they pull off America’s third largest cash heist. But it’s all downhill from there. Join host Johnny Knoxville as he unspools a wild and woolly tale about a group of regular ‘ol folks who risked it all for a chance at a better life. CrimeLess: Hillbilly Heist answers the question: what would you do with 17.3 million dollars? The answer includes diamond rings, mansions, velvet Elvis paintings, plus a run for the border, murder-for-hire-plots, and FBI busts.