Short monologue on leadership and organizational culture arguing that internal team engagement directly shapes how employees engage customers; doing internal work is essential to delivering a great customer experience. The speaker describes this insight as a formative career lesson.
It was this great moment of clarity in which I realized that the way that you engage with your team is going to have a huge impact on the way that your team engages with your customers. And so we think about the customer experience, we think about the customers, we should. But the vehicle, the avenue from your company to your customers is through your team. And so you have to do the work internally in order to create a great customer experience. And that insight has formed the journey of my career ever since.
