Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

Punk CX with Adrian Swinscoe

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, their focus on agent/partner well-being, particularly in the face of turnover, attrition and burnout and changing working arrangements, the implementation of well-being time outs, the changing nature of management and leadership, especially in the customer care environment, a quote from Martin Hill Wilson and Kicker shoes no less.

This interview follows on from my recent interview – The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenarate – and is number 463 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

NOTE: A big thank you goes out to the folks at TextExpander for sponsoring this episode of my podcast.

TextExpander is an auto-complete tool that allows your team to eliminate repetitive typing and stay on the same page with just a few keystrokes allowing you to delight more customers in less time.

Click here or on the banner image above to find out more and to get a 20% discount for the first 12 months of TextExpander if you use the code: SWINSCOE