42 - Revolutionizing Customer Experience: Unleashing the Power of Employee Engagement with Mary Poppen Experience-Focused Leaders

Your host, Alex Shevelenko, talks with the CCO, Author, Speaker, and Advisor, Mary Poppen. Mary emphasized the often-underestimated link between how employees feel and how customers perceive a company. Organizations focusing on employee and customer experiences in parallel see remarkable results, including increased stock prices and higher retention rates. Engaged employees who feel valued are more likely to deliver value to customers, creating a virtuous cycle of satisfaction and growth.
A question that often arises is whether to prioritize employee experience or customer experience. Mary's perspective is to tackle both simultaneously. It's essential to have cross-functional discussions involving both customer-facing and non-customer-facing roles. Understanding the business context and how customers will use a product or service is crucial for creating a cohesive experience that resonates with customers and fulfills an employee's sense of purpose.
To learn more about Mary's work, click HERE.
Check out Mary's book, Goodbye, Churn. Hello, Growth!, HERE.
Think you'd be a great guest on the show? Apply HERE.
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