How a Good Employee Experience Shapes a Better Customer Experience with Mary Poppen, Chief Strategy and Customer Officer at involve.ai
This episode features an interview with Mary Poppen, Chief Strategy and Customer Officer at involve.ai. With over 2 decades of experience in customer success, executive leadership, and business consulting, Mary is dedicated to advancing the next generation of CX leaders.
In this episode, Amanda sits down with Mary to discuss how a great customer experience can lead to happy employees and how to measure employee and customer satisfaction.
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“Early in my career, I realized that our most happy customers had a really strong relationship with an employee or employees in our organization. Whether it was sales services, exec relationships, it didn’t really matter they just had a strong bond. And the least happy customers were those that really saw us as a vendor. Those of you listening that do know me, know I hate the v-word. If you can be called a partner, a strategic advisor, that’s much better. But, I realized that those customers who were unhappy were the ones that saw us as a vendor. Just a transactional, reactionary solution. So, that’s what struck me as a differentiator where relationships and therefore, engaged and happy employees, really do make a difference in building a connection and providing value to customers. So, when you have happy engaged employees and happy engaged customers, there’s this crazy contagious enthusiasm that exists. And then the company benefits because what results is growth, expansion of customers, and referenceability. Talent out there wants to work for your company. So it’s just a lot of goodness that I call the ‘All In Zone’.” – Mary Poppen
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Episode Timestamps:
*(01:44): Mary’s background
*(04:22): Segment: Story Time
*(06:41): The link between employee experience and customer satisfaction
*(09:32): Segment: Getting Tactical
*(11:19): ROI when connecting employee and customer experience
*(19:13): Best practices for tracking employee and customer satisfaction
*(21:46): What involve.ai is doing to keep employees and customers happy
*(24:22): Segment: Asking for a Friend
*(27:48): Biggest challenges of connecting the customer and employee experience
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