Employee Experience and Ambassadorship with Michael Lowenstein

There is a saying that goes, "If you want to improve customer experience, you need to start with employee experience." As simple as that seems, it is amazing how often it is overlooked. Companies miss that their employees are their first customers, and don't pay adequate attention to creating better experiences for them. Dr. Michael Lowenstein has spent a career examining the employee experience and customer experience linkage, demonstrating how we need to put employees first. Michael shares his experience working with organizations that prioritize both employees and customers, citing examples like MBNA America, Costco, and Market Basket. He explained how companies like Virgin, Baptist Healthcare, and Ritz-Carlton have successfully transformed their cultures to align internal and external focus, moving from employee satisfaction to engagement to commitment and ultimately customer advocacy. We also talk about his new project with Tamar Cohen, involving a book and course framework, t...