How to Build a Culture That Employees and Clients Love Featuring Terry Turner

Amazing Business Radio

The Impact of the Employee Experience on the Client Experience

Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

1. How does a positive employee experience translate to a better customer experience?
2. What are effective strategies for reducing employee turnover?
3. How can businesses balance high-tech solutions with high-touch customer service?
4. How does stability in the workforce enhance overall customer satisfaction?
5. How does employee empowerment impact the quality of customer service?

Top Takeaways:  

• The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.

• Using the word "clients" instead of "customers" can convey a deeper, more lasting relationship. While "customers" might imply a transactional relationship, "clients" suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.

• Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.

• Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients' names and remembering previous interactions.

• Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.

• The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.

• Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!

Quote: 

"The number one inhibitor of great service is turnover. If you can't stabilize your workforce, there's no chance you'll give great service."

About:  

Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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