102: Jim Rembach, Fast Leader

Today’s guest helps us understand emotional intelligence to bridge the gap between employee engagement and improved customer experiences. Emotional intelligence creates great customer experiences What is the connection between employee engagement and improved customer experience? Jim Rembach shares some of the most important ways true employee engagement helps the overall experience. It comes down to emotion, and the need to train for it is more important than ever. Improving emotional intelligence, as Jim explains, is the key to proper employee engagement. And it’s not just for workplace environments that revolve around a product or service that’s particularly emotional. All workplaces are emotional!  What can business leaders do TODAY to make their organizations more customer-centric from the inside out? Jim draws from real-life experience and shares some great stories of employee engagement successes and failures. It all points back to improving emotional intelligence, folks. And Jim has some great tips for getting started. Listen in and bridge that gap! About our guest Jim Rembach is a strategic and tactical adviser and coach who specializes in using analytics for leadership, organization development, employee engagement, and customer engagement to improve customer experiences. Jim is a certified Emotional Intelligence practitioner, Empathy Mapping Expert, a Certified Contact Center Auditor, An Even Better Place to Work Certified Expert, and an Employee Retention Specialist. Jim holds a U.S. trademark for the Servant Teamwork leadership and organizational transformation methodology. Jim is a speaker and author of nine books on contact center quality, employee engagement, customer experience, and leadership development. Jim is an Advisory Board Member for Customer Value Creation International, the talent development software company ResultPal and an expert for the Customer Experience Professionals Association and host of the Fast Leader Show podcast. Connect with Jim Twitter Google+ LinkedIn Facebook Jim’s website, Beyond Morale Jim’s podcast, Fast Leader Related Content FastLeader episode 019: Jeannie Walters Customers That Stick® post, Turning a Customer Service Culture 360Connext® post, Creating Epic Customer Connections: 6 Win/Win Employee Engagement Tips Episode 042: John Murphy on Emotional Intelligence Episode 054: Marilyn Suttle, Author of Who’s Your Gladys Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices