Richard Hadden on how employee engagement influences your profits
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
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Show Notes
On todays episode, we have the Richard Hadden - the author of contented cows and leadership expert… We discuss the influence employee engagement has on profits, and also explore its effects on customer experience.
Richards Linkedin - https://www.linkedin.com/in/richardhadden/
Contented Cows partners and webinars - https://contentedcows.com/
00:35 Introductions & Simons hair trouble | 03:06 Engaged employees produce better results | 07:05 Digital challenger banks don't create the same experience | 09:57 Creating great customer experiences in the air | 13:12 Paying attention to employee engagement | 16:39 Why is a mission statement so important? | 18:52 Getting customer experience wrong | 21:05 helping employees see the impact of their work. | 24:49 Changes to employee and customer engagement in future