Stop Fixing Customers. Fix Your Team Experience. скачать в хорошем качестве

Stop Fixing Customers. Fix Your Team Experience.

What if the secret to unforgettable customer experiences isn’t your service process… but your team culture? In this episode, customer experience strategist Michelle Pascoe sits down with leadership and culture expert Andy Goram to unpack the Inside-Out Customer Experience System — a leadership approach that starts with employee engagement and ends with loyal customers. After 25 years in marketing, brand and culture leadership, Andy now helps organisations build “sticky cultures” where people feel they belong, contribute, and deliver exceptional service naturally. Together, Michelle and Andy explore why the employee experience → customer experience connection is the biggest competitive advantage in hospitality today. You’ll learn why many organisations try to fix service from the outside in, why that approach fails, and what hospitality leaders should focus on instead. If you lead a team, run a venue, or care about customer experience, this conversation will change how you think about culture, empowerment, and service delivery. In this episode you’ll learn: ✔ Why employee experience drives customer loyalty ✔ The difference between cultural fit and cultural contribution ✔ How leaders accidentally create friction for their teams ✔ Why empowerment requires clarity AND freedom ✔ How to map customer journey moments that matter ✔ The psychology of belonging and engagement at work ✔ The real reason great employees leave organisations Connect with Michelle Pascoe 🌐 Website: https://www.michellepascoe.com 💼 LinkedIn:   / michellepascoe   🎙 Podcast: The Michelle Pascoe Hospitality Podcast Connect with Andy Goram 🌐 Bizjuicer Consulting: https://www.bizjuicer.com 💼 LinkedIn:   / andygoram   🎙 Podcast: ‪@StickyFromTheInsidePodca-ub8hp‬ Chapters 00:00 – Introduction 01:35 – Why customer experience starts with employee experience 04:10 – Hospitality is an emotional business 07:25 – Why people remember how you made them feel 10:20 – Culture vs process in customer experience 13:00 – Cultural contribution vs cultural fit 16:10 – Unlocking passion inside your team 19:45 – The psychology of belonging at work 23:10 – What “inside-out customer experience” really means 27:40 – Mapping the customer journey (moments that matter) 31:50 – Empowering teams the right way 35:00 – Clarity vs freedom in leadership 38:10 – Customer experience metrics and NPS myths 41:15 – Why employees actually leave organisations 44:30 – The mindset shift hospitality leaders need today 46:20 – Final insights and closing thoughts