19 min listen
Employees: Your Most Loyal Customers | Vipula Gandhi, Gallup
FromCX Conversations
ratings:
Length:
28 minutes
Released:
Sep 17, 2020
Format:
Podcast episode
Description
In this episode, we discuss the importance of treating your employees like customers to drive customer loyalty. We have with us Vipula Gandhi, Managing Director at Gallup, who has vast experience working in different industries such as hospitality, consulting, and banking. As a true expert in business strategy, business performance and human potential, Vipula will talk about how to leverage information and extract insights to strategically take action that directly impacts the business. Join this interesting conversation to understand how emotions improve the customer experience and how to build a brand that transcends time by taking care of their employees. About Vipula and Gallup 1:26What is wrong with the current way we think about customer experience? 3:31Example of emotional and actionable drivers in customer experience 14:14The importance of treating your employees right 18:50“What we have found through science and through our experience of working with clients in this area is that, we don’t want people to complain obviously, but when people complain there’s an opportunity for you to actually increase the emotional engagement with the brand after the complaint more than what was possible before the complaint.” 14:24www.gallup.comhttps://www.linkedin.com/in/vipulagandhi1/
Released:
Sep 17, 2020
Format:
Podcast episode
Titles in the series (100)
The Power of Marketing and the Customer Experience | Dan Gingiss: In this episode, Gabe chats with Dan Gingiss, who has held marketing and customer service roles at Fortune 300 companies including McDonald’s, Discover, and Cubana. Dan discusses why these two functions — marketing and customer experience — will... by CX Conversations