On this episode of the Customer’s First Podcast, we dive deep into the world of customer experience with the returning guest, Samantha Irwin, a renowned small business customer experience consultant and the founder of the Power of People Training Academy. Samantha brings her wealth of knowledge from years of experience in the hospitality industry and her passion for uplifting individuals to share insights that help businesses create magical customer experiences.
As we delve into the core of customer experience, Samantha emphasizes that the journey begins with the employees. She advocates for a mindset shift among leaders to prioritize and empower their teams, enhancing customer service. With a focus on always being in hiring mode, she shares invaluable strategies for attracting and retaining high-performing employees. This proactive approach ensures businesses are never in a rush to settle for hires that might not align with their company culture. Samantha elaborates on the attributes of A players, highlighting the need for initiative and drive as critical factors when selecting potential employees.
Moreover, we explore the connection between employee satisfaction and customer loyalty. Samantha passionately discusses how understanding each team member’s qualities can streamline the hiring process and boost morale. She shares tools like creating a culture deck that helps leaders cultivate an environment where employees feel valued, leading to enhanced customer experiences. By reverse-engineering the hiring process and focusing on cultural fit, Samantha illustrates how businesses can build a robust team that embodies their values.
As the episode wraps up, Samantha encourages leaders to continuously evolve their understanding of staff motivations and customer experience strategies. Businesses can retain top talent and deliver extraordinary customer service that drives loyalty by promoting an ongoing dialogue within their teams and incorporating feedback and innovative training resources.
Samantha’s Contact Information:
Website: https://kaizen.zone
LinkedIn: @samanthairwin
Instagram: @samantha_kaizen
link for the Creating a Culture Deck (discount code CULTURE): https://kaizen.zone/creating-a-culture-deck/
Tacey’s Contact Information:
All Social Media: @taceyatkinson
Thank you for tuning in, and I look forward to having more valuable conversations together in the future.
Remember:
Customer-Centric Cultures Create Magical Customer Experiences.
Now Go Spread the Magic!