007: Giving a World-Class Employee and Customer Experience with Mike and Tina Hodges
06/10/20 • 51 min
How much of your focus as a company is on employee experience?
When you build a world-class internal culture, what's experienced on the inside will be experienced on the outside.
Be world-class to your employees and they will give that to your customers.
Today’s guests are leaders and visionaries, Mike and Tina Hodges, who are a living testament to this. They started their financial services company, Advance Financial, back in 1996.
With headquarters in Nashville, Tennessee, they currently operate in more than 100 locations throughout Tennessee and with more than 1,000 employees. They also offer online services in multiple states across the country.
Advance Financial is in the Inc 500 list of the fastest-growing private companies in the country for the seventh year in a row. It's the 4th fastest-growing company in Nashville and it’s included in the Forbes 2018 list of Best Employers for New Graduates.
In this episode, you will hear:
- What a customer experience role in your company looks like
- How you can give world-class employee experience
- How employee and customer experience affects the company culture
- How to be better each year in terms of customer service
- Tips for hiring the right candidates
Resources mentioned:
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
How much of your focus as a company is on employee experience?
When you build a world-class internal culture, what's experienced on the inside will be experienced on the outside.
Be world-class to your employees and they will give that to your customers.
Today’s guests are leaders and visionaries, Mike and Tina Hodges, who are a living testament to this. They started their financial services company, Advance Financial, back in 1996.
With headquarters in Nashville, Tennessee, they currently operate in more than 100 locations throughout Tennessee and with more than 1,000 employees. They also offer online services in multiple states across the country.
Advance Financial is in the Inc 500 list of the fastest-growing private companies in the country for the seventh year in a row. It's the 4th fastest-growing company in Nashville and it’s included in the Forbes 2018 list of Best Employers for New Graduates.
In this episode, you will hear:
- What a customer experience role in your company looks like
- How you can give world-class employee experience
- How employee and customer experience affects the company culture
- How to be better each year in terms of customer service
- Tips for hiring the right candidates
Resources mentioned:
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Previous Episode
006: Walking Through Fire for Your People with Jim McManemon
In this highly competitive world of business, price and quality can only bring you so far.
What will then set you apart?
Genuine customer care = highest customer satisfaction
But that can only be achieved under a strong banner of leadership.
Today's guest is Ritz-Carlton royalty, Jim McManemon.
A veteran in the hospitality industry, Jim has been working with The Ritz-Carlton Hotel Company for almost 30 years now. His remarkable leadership is indubitable that his managed properties have instantly become Five-Diamond! Currently, he is the Managing Director of the Ritz-Carlton Naples, Florida Resorts.
Jim’s people are willing to walk through fire for him because he has walked through fire for them.
Are you willing to do the same?
In this episode, you will hear:
- How to see through a candidate’s interview game face
- Tips for the selection process
- Empowering your team to correct mistakes and re-win guests over
- The power of rewarding and recognizing employees
- The secret to great leadership
Resources mentioned:
Ritz-Carlton Naples, Florida Resorts
***
Episode Credits
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
Next Episode
008: The Guide to a World-Class Customer Service Experience with Craig Russell
Today's guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle's Best, and Restaurants Unlimited.
Craig is the embodiment of world-class customer service.
It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey.
Rather, it’s a decision you have to presently make – to do world-class things, to act world-class, and to be world-class.
In this episode, you will hear:
- Why there’s no ribbon-cutting ceremony to be world-class
- Behavioral change in soft skills vs. execution skills
- How to empower your frontline with zero risks
- The need to marry digital technology with human interaction
Resources mentioned:
Find out more about Craig Russell on Novus Coffee Imports or email him at [email protected] for consulting and advising.
***
EPISODE CREDITS:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment.
He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world.
Find out more at https://emeraldcitypro.com
If you like this episode you’ll love
Episode Comments
Generate a badge
Get a badge for your website that links back to this episode
<a href="https://goodpods.com/podcasts/customer-service-revolution-89982/007-giving-a-world-class-employee-and-customer-experience-with-mike-an-4881806"> <img src="https://storage.googleapis.com/goodpods-images-bucket/badges/generic-badge-1.svg" alt="listen to 007: giving a world-class employee and customer experience with mike and tina hodges on goodpods" style="width: 225px" /> </a>
Copy