Navigating the Customer Experience
About This Show
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Most Recent Episode
053: A Wellness Approach: Leading from the Bottom with Sheree Martin
Sheree Martin, is an experienced Executive with a strong result oriented focus. She has spent the last 15 years driving strategies geared towards increasing business value, known as an inspiring and strategic leader with the proven ability to establish effective teams. She has a track record of achievements in the areas of business strategy, marketing, risk management, organizational transformation and corporate innovation. After a distinguished career at The National Commercial Bank Group, Sheree decided to join The Jamaica Public Service Company Ltd. in January 2014. She was appointed to the Executive team to lead human resources, government and regulatory affairs, revenue management, customer service and communications. The company recorded significant improvements in its survey ratings, employee engagement and customer satisfaction while she headed those portfolios. During her time overseeing HR, Sheree placed an expanded focus on leadership development by spearheading a new high potential programme called JPS iLead, which exposed select employees over a 12 month period to advanced leadership competences, knowledge building, executive mentoring and targeted on the job training. Recognizing the intrinsic value of productive and well-rounded employees, Sheree also introduced the first company wide corporate wellness programme at The Jamaica Public Service. The programme, which started in 2015, has been a contributing factor to improve staff moral and reduce health care cost. Question Tell us a little bit about yourself and your journey Can you tell us 3 successful factors you find that have made you successful as a leader to yield the kind of results that you’re looking for, not so much the financial result but more so the inter personal result? Why these dimensions of wellness are so important and how does this relate to customer experience and customer service? Can you share with us 1 or 2 success stories that you’ve really seen the individual transform because of exposure to this kind of strategy? How do you stay motivated everyday? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? We have a lot of managers and business owners who feel they have great products and services but they lack the constantly motivat