[Your brand today] is the differentiated experience (DX) your employees deliver. The second sentence in the DX manifesto speaks to the importance of culture and engagement:
“Your brand today is no longer what you tell people it is.
It is the differentiated experience (DX) your employees deliver.
It is what you stand for and how your customers feel about you.
And most importantly, your brand is what your customers tell others about their experience.”
You can’t have enthused customers without engaged employees. Employees deliver the experience.
Here is a great quote by Vince Burks of Amica Insurance on this focus:
“The concept of lagniappe is not just a part of our brand ethos; it is ingrained in everything we do. It therefore extends to our most valued resource—our employees. In fact, that is the secret to our success. Excellent benefits. Advancement opportunities. The latest technology. A real work/life balance. And an open and regular line of communication with each other and with senior management. Taken together, we give our employees all that they need to succeed…and more. This is absolutely essential. Satisfied employees lead to satisfied customers. Long-term employees lead to long-term relationships with customers.”
Stan Phelps walks the walk. He stands out in the sea of sameness by modeling his own Differentiated Experience (DX) message: Differentiation isn’t just about what you say, it’s about what you do and, more importantly, how and why you do it. Stan leverages his unique collection of 5,000+ case studies on customer, employee, and brand experience to engage audiences with informative learning-based experiences. He believes purposeful DX wins the hearts of employees and customers, and differentiation ultimately boosts loyalty, retention, referrals, and results.
Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.