Episode released on: October 30, 2023
Never Lose an Employee Again with Joey Coleman – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
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“Employee satisfaction is not a perk; it’s a requirement. Because when you take care of your employees, they will take care of your customers.”
Joey Colemann
Introduction
In a recent episode of the CX Goalkeeper Podcast, we were joined by Joey Coleman, an expert in customer experience and the author of “Never Lose an Employee Again.” This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both.
The Impact of Employee Experience
Joey kicks off the conversation by discussing his latest book, “Never Lose an Employee Again.” The focus is on how treating employees well can have a multiplier effect on customer satisfaction. He cites a fascinating case study of a web development firm, YocoCo, that went the extra mile to carbon offset their employees’ lives—both at work and at home.
“The CEO told me that several employees cried in gratitude, and thanks, because they felt guilty about the impact they were having…It actually then became a recruiting tool.” – Joey Coleman
Unique Employee Benefits
Joey takes us through some highly unconventional employee perks that have proven to be game-changers. In one case, a company provided “unlimited house cleaning and unlimited babysitting” as perks for their predominantly female, mother-based workforce.
“Lots of times, we think the employee perk has to fit for every employee we’ll ever have. No, you can make a perk that’s just for the ones you currently have on payroll.” – Joey Coleman
Leadership and the Human Element
When asked about key leadership lessons, Joey emphasizes the importance of recognizing that your employees are human beings, not just assets. Leaders should strive to connect personally and emotionally with their employees to deepen relationships and, in turn, achieve business and operational goals.
“The people you are leading are human. And wherever possible, we want to try to connect personally and emotionally with them.” – Joey Coleman
Top 3 Key Takeaways
- Employee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base.
- The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable.
- The Power of Empathy: As Joey’s “Golden Nugget” suggests, “There’s always an opportunity to treat humans as humans and to form personal and emotional connections… The best way to create these connections is through empathy.”
With insightful observations and actionable advice, this episode is a must-listen for anyone striving to improve their company’s customer and employee experience.
Joey Coleman:
Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he works with organizations around the world ranging from small
startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His
First 100 Days® methodology fuels the remarkable experiences his clients deliver and
dramatically improves their profits. His two books have received critical acclaim and
both were instant Wall Street Journal best sellers. Never Lose a Customer Again, offers
strategies and tactics for turning one-time purchasers into lifelong customers and his
newest book, Never Lose an Employee Again, details a framework companies around
the world can use to reduce turnover and increase employee engagement. When not
speaking to audiences around the globe (he’s spoken on all seven continents), Joey
enjoys playing board games, building LEGO sets, and reading bedtime stories with his
amazing wife and two young sons.
Contact Details:
Golden Nugget:
- “There’s always an opportunity to treat humans as humans and to form personal and emotional connections. If there’s one skill I suggest people continue to develop, it’s empathy. Understanding another person’s experience, stepping into their shoes, and seeing the world from their perspective makes connections easier, bonds stronger, and broadens our worldview. The best way to create these connections is through empathy.”
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Keywords:
Joey Coleman, CX Goalkeeper Podcast, employee experience, customer experience, leadership, unique employee benefits, recruiting tool, company culture, emotional connection, customer satisfaction, operational goals, business environment, employee perks, positive work environment, job market, customer service, empathy in business, senior managers, C-Suite, CEO, CMO, COO, CDO, CIO, case study, human aspect in leadership, improve company culture, corporate benefits, YocoCo, emotional bonds, key takeaways, expert insights, transformation, Never Lose an Employee Again.
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