Today’s guest helps us understand emotional intelligence to bridge the gap between employee engagement and improved customer experiences.
About our guest:
Jim Rembach is a strategic and tactical adviser and coach who specializes in using analytics for leadership, organization development, employee engagement, and customer engagement to improve customer experiences. Jim is a certified Emotional Intelligence practitioner, Empathy Mapping Expert, a Certified Contact Center Auditor, An Even Better Place to Work Certified Expert, and an Employee Retention Specialist.
Jim holds a U.S. trademark for the Servant Teamwork leadership and organizational transformation methodology. Jim is a speaker and author of nine books on contact center quality, employee engagement, customer experience, and leadership development.
Jim is an Advisory Board Member for Customer Value Creation International, the talent development software company ResultPal and an expert for the Customer Experience Professionals Association and host of the Fast Leader Show podcast.
Connect with Jim
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Emotional intelligence creates great customer experiences
What is the connection between employee engagement and improved customer experience?
Jim Rembach shares some of the most important ways true employee engagement helps the overall experience. It comes down to emotion, and the need to train for it is more important than ever.
Improving emotional intelligence, as Jim explains, is the key to proper employee engagement. And it’s not just for workplace environments that revolve around a product or service that’s particularly emotional. All workplaces are emotional!
What can business leaders do TODAY to make their organizations more customer-centric from the inside out? Jim draws from real-life experience and shares some great stories of employee engagement successes and failures.
It all points back to improving emotional intelligence, folks. And Jim has some great tips for getting started.
Listen in and bridge that gap!
- FastLeader episode 019: Jeannie Walters
- Customers That Stick® post, Turning a Customer Service Culture
- 360Connext® post, Creating Epic Customer Connections: 6 Win/Win Employee Engagement Tips
- Episode 042: John Murphy on Emotional Intelligence
- Episode 054: Marilyn Suttle, Author of Who’s Your Gladys
Take care of yourself and take care of your customers.