Alex is joined by business coach and culture design consultant Emily Potts to discuss how organisations can create customer satisfaction. However, it might not just be achieved by offering a great service or product. Have you ever thought about how the performance of your staff contributes to the satisfaction of your customers? Tune in and let the ladies guide you through the steps you need to increase customer satisfaction. 

KEY TAKEAWAYS

• Alex talks about frontline employees and how much an organisation relies upon them, as they are always the first point of contact for our customers and an integral factor in whether or not our customers are satisfied. But did you know, as their experience grows, their enthusiasm often diminishes. 
• Alex defines psychological safety and how it can, and does, affect how your employees behave at work, and in turn, how this affects the satisfaction of your customers. 
• Alex’s guest, Emily, talks about the importance of company culture and how, if anything, it is the most important factor in attaining a successful business. She breaks down what she believes to be the most important factors that contribute to a high performance culture. 
• What makes a good leader? Alex and Emily discuss this question as they share positive experiences from their past and identify common elements that they see in all good leaders and the effect these traits have on the company employee’s.

BEST MOMENTS

“Using an arrow as a metaphor for company culture. The tip of the arrow is the strategy, the shaft is the performance and the feathers are the culture. Get the feathers wrong and the arrow goes nowhere.” 

“Can you map your company culture onto one page? Try it, it might help you communicate your vision easier and clearer.”

 “Clear communication is the fastest, simplest way that you can improve your company's culture.”

EPISODE RESOURCES

Alex’s Website:  www.as-insights.com 

Alex’s Instagram: www.instagram.com/alexvci   

Alex’s Linkedin : www.linkedin.com/in/alexandrastacey 

Alex’s email: info@as-insights.com  

Emily’s LinkedIn: https://www.linkedin.com/in/emily-potts-coach/

ABOUT THE GUEST 

Emily is a business coach and culture design consultant with a special interest in enabling successful and sustainable growth in SMEs.

With 18 years of experience as a business owner and a background in management consultancy she has first-hand experience of the challenges that come with scaling and growing a successful business.

After successfully selling her online retail business in 2017, she became a qualified coach and mentor so that she could bring together the three strands of her consulting, mentoring and coaching experience to help other business owners living through all the same challenges that she had experienced and learnt from; supporting them to scale their business successfully, sustainably and with less stress.

Emily particularly loves supporting business owners to navigate the challenges in taking their business from the £500k to £1million+ mark through creating successful business strategies and the means to deliver them via healthy and high performing cultures and teams.

When Emily is not hanging out with other business owners discovering what makes them and their business tick, she loves spending time in the outdoors with her husband and two teenagers and playing the bassoon in local orchestras.

ABOUT THE HOST

Alexandra Stacey is fascinated about value and our perceptions of value. She undertook an MSC in Strategic Marketing and Customer Experience Management with the University of Buckingham’s Business School and her dissertation included how value is experienced. Her own life experience includes being a parent, marketer, teacher, project and events manager and musician.  She is the founder of AS Insights. This is a business that helps organisations improve through uncovering their stakeholder’s experiences interpreting them through behavioural theories.

PODCAST DESCRIPTION

In today’s world businesses and organisations are able to deliver things much more quickly at the touch of a button than 15 years ago. And our competitors can too.

We are in danger of escalating  journeys down the wrong track and be too far gone to retrieve them. 

Wouldn’t it be so much better to do the right thing right first time instead of becoming very efficient at doing the wrong thing? 

Well this is what this podcast is about. It is about optimising value in your customer or employee or stakeholder experience in different manifestations. You get to understand how we think and behave in different scenarios and can apply them to your own purchasing, sales, recruitment, team-building, customer retention and audience perception management.

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