“Customers will never love a company until the employees love it first.” That quote from Simon Sinek caught my attention this week. It seems so obvious. Yet the majority of our customer experience tells us that it an extremely rare phenomenon. You don’t need any employee engagement statistics to tell you that the vast majority of people either do not love their jobs or the organisation they work for.
That is why a great customer experience stands out brighter than a comet flashing across the night sky. Let me share a story about what I mean.