Leah Marone on Why Employees' Mental Health Is Critical to CX
This is one of my favorite episodes because it looks at customer experience from a very different angle.
Leah Marone competed in Division 1 basketball before becoming a psychotherapist. She joined me to talk about the connection between employee well-being and the experience customers receive.
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Originally aired June 29, 2023 as Episode 39 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The post-COVID "emotional hangover"
Why urgency culture produces burnout
The business risk of burned-out employees
The "full balloon" dilemma
Signs leaders should listen for
How leaders can improve engagement and retention through wellness
You can't pour from an empty cup
Burned-out employees can't deliver great experiences for long. Leah helps leaders recognize the warning signs and respond before the cost shows up with customers.
Related episodes
About the guest
Leah Marone, LCSW, is a psychotherapist with more than 20 years of experience, based in Charlotte, NC. She writes for Psychology Today and works as a mental wellness consultant, keynote speaker, and author.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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