Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology to delight customers. But before Ray started his company, he was the Managing Director of BlackBerry Australia and New Zealand. And we go behind the scenes to find out where it all went wrong.

 

Resources mentioned:
UserOnboard (website), by Samuel Hulick.
Research by Gallup shows that only 13% of employees are actively engaged at work. What's worse is that 24% of employees are actively disengaged.
Employees First, Customers Second (book), by Vineet Nayar.
SpeakUp: employee-sourced problem solving and idea generation.

 

Key takeaways (starts at 29:20):
Customer experience is very emotional
Focus on your employees first and your customers second
You have to understand who your customer is
UX is such an important part of CX

Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology to delight customers. But before Ray started his company, he was the Managing Director of BlackBerry Australia and New Zealand. And we go behind the scenes to find out where it all went wrong.
&nbsp;
Resources mentioned:
<ul>
<li><a href="https://www.useronboard.com/">UserOnboard</a>&nbsp;(website), by Samuel Hulick.</li>
<li><a href="http://news.gallup.com/poll/165269/worldwide-employees-engaged-work.aspx">Research by Gallup</a>&nbsp;shows that&nbsp;only 13% of employees are actively engaged at work. What's worse is that 24% of employees are actively disengaged.</li>
<li><a href="https://www.amazon.com/Employees-First-Customers-Second-Conventional/dp/1422139069">Employees First, Customers Second</a>&nbsp;(book), by&nbsp;Vineet Nayar.</li>
<li><a href="https://getspeakup.com/">SpeakUp</a>: employee-sourced problem solving and idea generation.</li>
</ul>
&nbsp;
Key takeaways (starts at 29:20):
<ol>
<li>Customer experience is very emotional</li>
<li>Focus on your employees first and your customers second</li>
<li>You have to understand who your customer is</li>
<li>UX is such an important part of CX</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.