Your First Customers Are Your Employees: Building Teams That Thrive feat. Jean-Pierre Dumas

In this episode of Taking Back Monday, Jean-Pierre Dumas joins Alyssa to unpack the critical connection between employee experience (EX) and customer experience (CX). Jean-Pierre shares powerful stories from his leadership journey, including how a culture in crisis became a thriving, best-in-class team. Discover why your employees are your first—and most important—customers, and how investing in their happiness leads to better results for your business. Whether you're a leader navigating team dynamics or someone passionate about creating impactful work environments, this episode is packed with actionable insights you won't want to miss.

Key Takeaways:

• Your Employees Are Your First Customers
  Investing in your team's experience directly impacts their ability to serve customers. Happy, engaged employees create better customer outcomes and help build a thriving culture.
• Culture Fixes Start with Leadership
  When things go wrong in an organization, the problem isn't always with the people—it often lies in processes and systems. Effective leaders identify these gaps, address them transparently, and rally their teams for success.
• Action Creates Trust
  Whether from employee feedback or customer surveys, taking visible, meaningful action on input is critical to building trust and loyalty. Teams thrive when they see their voices matter.
  
  

Key Moments:
00:00 Welcome and Introduction
00:20 JP's Origin Story
01:59 Lessons from Early Career
03:24 Merging Teams: Challenges and Insights
06:03 Importance of Employee Experience
13:40 Remote Work and Pandemic Challenges
20:18 Taking Action on Feedback
26:03 Leadership and Team Building
33:51 Final Thoughts and Contact Information

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