Stacey Nevel on Engaging Employees for Outstanding Customer Experiences

Engaged employees drive customer loyalty, retention, profitability, forgiveness, and referrals. So why do so many organizations get engagement wrong?

Stacey Nevel joined me with practical tips on engaging employees and avoiding the most common mistakes that undermine engagement.

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Originally aired September 8, 2022 as Episode 3 of The Trusted Guide Podcast (then The Delighted Customers Podcast).

What we cover

• Why a clear purpose, and a team aligned to it, is the first step

• How winning organizations keep strategy and lived culture in sync

• The most common mistakes that hurt employee engagement

• A story about utility linemen who were out of alignment with the company's mission, and what it did to their customers

When the front line and the mission drift apart

Stacey's story about utility linemen stayed with me. When the people closest to customers feel disconnected from the organization, no strategy document can close that gap. Listening to them, and acting on what you hear, is where rebuilding starts.

About the guest

Stacey Nevel, CCXP, has more than 25 years of experience designing and managing customer and employee feedback programs on both the client and vendor side. At the time of this episode she was Vice President, Voice of the Customer at Prudential Financial.

If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.