95. The 5 I’s of Customer Experience w/ Jim Rembach

09/08/20 • 38 min

Customer experience is created when 5 elements work in concert: intention, investment, invention, inspection, and iterations. Each one of these elements has a different type of influence over customer experience as well as leadership and employee engagement. What are they and how do they work together? In this episode, I interview Jim Rembach, the host of the Fast Leader Podcast and the B2B Digital Marketer Podcast, President at Influence to Action, and Founder at Call Center Coach, about employee engagement and emotional intelligence. In this episode, you’ll learn about... - The 5 I’s (Intention, Investment, Invention, Inspection, Iteration) - How we ruin incredible individual contributors by promoting them - Difference management is different than diversity - The 7 aspects of employee engagement & how that circles back to emotional intelligence Check out these resources we mentioned during the podcast: - MHS - Multi-HealthSystems - Dr. Steven Stein (MHS) - Jim Harter (Gallup) “It’s The Manager” - DDI - Development Dimensions International Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Previous Episode

94. Please Email Me: The Customer Feedback Episode w/ Ethan Beute

Please email me about this podcast. I would truly love to hear from you. I’m not kidding. My email is [email protected]. I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show, here today to share what I’ve learned from podcast guests about customer feedback. What you’ll hear about: - How to make the bad good & the good better - Why I value customer feedback so highly - Sources of customer feedback that you might have overlooked - Episodes that focus specifically on handling feedback Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Next Episode

96. 4 Steps to Better Storytelling w/ Michael Ashford

Customer experience is the emotions that a customer feels about your organization. The gateway to strengthening the positive emotions of your consumers is great storytelling. In this episode, I interview Michael Ashford, Director of Marketing at The Receptionist, about the importance of storytelling in marketing. Listen to Michael and I discuss... - What it means to build heroic content - Dos and don’ts of marking using car commercial examples - Donald Miller’s Building a StoryBrand - How storytelling begins with intentional listening Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.