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Ep. 26 - (Part 1) Optimizing Customer and Employee Experience to Find Operational Excellence w/ Jessica Noble
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Welcome to another insightful episode of the Professional Services Pursuit podcast! In this episode, we were lucky enough to sit down with one of the foremost experts in customer experience, Jessica Noble. In part 1 of this conversation Jessica and Banoo discuss what improving the customer experience looks like today and how improving both your employee and customer experience can play a key role in improving margins. Some other topics covered include:
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- Understanding the mechanics of good customer experience
- How to maintain your margins in an inflationary market
- The PAIR methodology and how it drives both customer and employee experience
- Incentivizing teams to help reduce waste through programs and think tanks
- How customer experience, employee experience and operational excellence are all inextricably linked
- Waste management, identifying margin leaks and the most efficient ways to take action
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