Making Customer and Employee Experience CEXY! | Jason Bradshaw
In 2020, COVID-19 changed the world in more ways than one. The global pandemic forced families to change lifestyles, businesses to struggle, and create a new norm for generations to come. Despite the implication of this pandemic, CEO’s and business owners find a way to make the customer and employee experience CEXY.
In this episode of Live with Bottleneck, host Jamie Jay together with Jason Bradshaw, Chief Customer & Marketing Officer, and a best-selling author, talks about improving customer and employee experience during the pandemic.
Communication is Key
Covid-19 has impacted a lot of people. In crises like this, communication is key to building a relationship with customers. Some of the examples are, informing the customers of the business hours, how the operation will go during the lockdown, what are the steps the company is taking to bring service during the pandemic.
“When I say, ‘communicate,’ I don’t mean you have to have all the answers. I mean, you need to keep people involved with what you are doing.” – Jason Bradshaw
Customer and Employee Experience (CEX)
In a crisis, Bradshaw explains that two things need to be done. First, to continue the service that the company vows to provide the customers before the pandemic started. Second, communication and transparency to both customers and employees.
“You need to continue to be true to your promise to your customers, in your employees. If you say you’re going to deliver the best of whatever, don’t use the crisis as an excuse to stop doing that. You need to continue to deliver on that act to the best of your ability. Be open and transparent when you can and why you can’t.” – Jason Bradshaw
Communicating with employees allows them to discuss concerns and ask questions to protect the well-being of employees.
“Certainty in an uncertain world means, you go ahead, you continue to do it. You’re transparent about you know, that there isn’t a lot more information to share right now.” – Jason Bradshaw
The New Normal
With the global pandemic and mandatory lockdown, businesses transitioned to remote working or work-from-home settings to ensure social distancing. This created a new norm and enabled people to be more social despite not interacting in person. The rise of technology gave people a chance to interact with co-workers, friends, and family through Zoom video calls and FaceTime.
“I think working from home doesn’t negate or remove that ability to have a human connection. You just gotta be more conscious that, ‘oh hang on, I’ve spoken to no one today.’” – Jason Bradshaw
To learn more about Jason Bradshaw and making customer and employee experience CEXY, watch and listen to Live with Bottleneck.
Guest Bio:
Jason Bradshaw created his first business at fourteen, selling telecommunications and computer equipment in the Australian regional city of Toowoomba. In the lead up to this, he was inspired by books like The Pursuit of Wow! by Tom Peters, which opened his eyes to the power of customer and employee experience.
Jason tested and implemented strategies for improving experience in a variety of sectors, including telecommunications, retail, media, finance, automotive, health, and not-for-profit. He worked with companies including Telstra, Target Australia, Fairfax Media, New South Wales Government, SingTel Optus, and Volkswagen Group Australia, and he sat on the boards of ACON Health Limited and Oz ShowBiz Cares / Equity Fights AIDS.
A cornerstone of Jason’s career has been an unwavering commitment to improving the lives of customers and employees. During his time in the telecommunications industry, he implemented ideas for improving customer experience in a number of verticals by over 100 percent. In retail and media, his initiatives to improve efficiencies by focusing on customer and employee experience saved tens of millions of dollars in a matter of months and improved employee retention by double digits year on year. Additionally, he has led transformational programs resulting in tens of millions in revenue improvement.
Link:
Youtube: Jason Bradshaw – Making Customer and Employee Experience CEXY!
Website: jasonsbradshaw.com
LinkedIn: in/jasonsbradshaw
Twitter: @jasonsbradshaw
About Jaime Jay
Meet Jaime Jay – a man who wears many hats, and wears them all admirably. He's a master connector, an entrepreneur extraordinaire, and a published author who knows how to get things done.
Before he found his way to the business world, Jaime served his country as a brave paratrooper in the U.S. Army. But that's just the beginning of his many accomplishments.
He's the founder of the renowned Bottleneck Distant Assistant Services firm, and his book "Quit Repeating Yourself" has become a must-read for entrepreneurs everywhere.
When he's not busy building his empire, you can find him on his beloved Harley Davidson, cruising through the countryside and taking in the invigorating effects of Uitwaaien – a Dutch practice that involves facing the wind to boost health and relieve stress.
He enjoys spending his free time outside building stuff with his wife, Nikita the dog and their two kittens (for now at least) Tommy and Tater.
He is ‘over-the-moon’ happily married to his wonderful wife Sara, his amazing daughter, Jessica, who is serving our country as a United States Army soldier. Jaime and Sara are the proud grand parents of two beautiful little girls.
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Quit Repeating Yourself provides guidance for entrepreneurs, business leaders, and managers to help prevent unknown challenges from ruining their business.
