Alex is joined by business coach and culture design consultant Emily Potts to discuss how organisations can create customer satisfaction. However, it might not just be achieved by offering a great service or product. Have you ever thought about how the performance of your staff contributes to the satisfaction of your customers? Tune in and let the ladies guide you through the steps you need to increase customer satisfaction. 

KEY TAKEAWAYS

• Alex talks about frontline employees and how much an organisation relies upon them, as they are always the first point of contact for our customers and an integral factor in whether or not our customers are satisfied. But did you know, as their experience grows, their enthusiasm often diminishes. 
• Alex defines psychological safety and how it can, and does, affect how your employees behave at work, and in turn, how this affects the satisfaction of your customers. 
• Alex’s guest, Emily, talks about the importance of company culture and how, if anything, it is the most important factor in attaining a successful business. She breaks down what she believes to be the most important factors that contribute to a high performance culture. 
• What makes a good leader? Alex and Emily discuss this question as they share positive experiences from their past and identify common elements that they see in all good leaders and the effect these traits have on the company employee’s.