Jill is a globally recognized EX2CX™ expert who helps organizations create new systems and procedures to develop the strong cultures that drive higher retention and greater productivity.The EX is Employee Experience and CX is Customer Experience. This conversation centers much more on the employee experience and how focusing efforts here will almost certainly take care of the CX part of your business.Jill shares her perspective on company culture, why it can be so hard to make the reality on the ground look like what is written in countless company documents, how to find gaps in reality vs. expectation and much much more.This episode tries to give some insight into where leadership efforts should be placed as virtually everyone in hospitality is dealing with some level of staffing challenge. As they say, the best recruiting strategy is a retention strategy, and improving retention is to make sure there is alignment of expectations up and down the chain.About JillJill Raff is the globally recognized EX2CX™ Expert, amongst the Top 150 Global Customer Experience Thought Leaders and Influencers, who works with executive leadership who recognize the paradigm shift due to the pandemic; the non-negotiable creation of a more humanized culture prioritizing their people.She helps organizations that now acknowledge their people are their greatest asset but need help creating new systems and procedures to develop the culture which exhibits this core value resulting in higher retention and greater productivity for a true collaborative team. Jill works with organizations to achieve the reward of employee and customer lifetime value through her methodology connecting the employee experience (EX) to the customer experience (CX)- EX2CX™. While many professionals talk about the customer experience – Jill Raff has lived it from day one. Jill grew up working with her parents, owner/operators of one of the first McDonald’s franchises in the world, store #150. Her customer service philosophy originated from observing her mother and father’s work and their interactions with legendary founder, Ray Kroc. EX and CX are in Jill’s DNA. She helps owners and executive leadership Turn Employees Into Advocates and Customer Magnets.Linkswww.jillraff.com And CLICK on “Hi Jill! How can you help me?” to tell me about your business!https://www.linkedin.com/in/EX2CX-Experthttps://www.instagram.com/ex2cx_expertOffer: How to Double Your Hotel’s 5-Star Trip Advisor Ratings in 10 Days: https://www.jillraff.com/5star-tripadvisor/---Thank you to Breezeway for sponsoring this episode. If you’re looking for an operations software platform that will make an immediate impact on your business, visit breezeway.io/provenprinciples to learn more.---For past episodes, show notes or if you’ve got a story that might make a great episode, head over to theprovenprinciplespodcast.com. We’d love to hear from you.You can subscribe to the show wherever you get your podcasts, even on YouTube... and if you haven’t already, don’t forget to leave us a rating and a review. Thanks for listening to The Proven Principles Hospitality Podcast.