“What a remarkable and insightful module, thank you!”
Module 12: Employee Experience = Customer Experience
Learn how to strengthen customer experience by building a healthy internal support culture, using proven frameworks and listening loops that turn team trust.
45m
5 lessons
ADVANCED
Instructor
Sarah CaminitiAbout This Course
In this masterclass, Sarah Caminiti (Customer Support Manager at Tailscale) reveals why you can’t deliver empathy to customers if your internal culture is dry. You’ll learn how to bridge the gap between internal health and external performance through the Service-Profit Chain, build listening loops, and activate your brand values.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
5 lessons • 45m total
1. Why EX is the Starting Point for Great CX
Great CX is the output of an engaged team. Sarah Caminiti unpacks the "Service-Profit Chain," showing how high engagement boosts earnings by 147%. Learn why agent burnout is a top-three threat to your brand and how to treat internal culture as the essential soil for elite service.
8:292. Listening to Employees Like You Listen to Customers
If your VoC is strategic, your Voice of the Employee must be too. Sarah explores the trust gap and teaches "You Said, We Did" reporting. Use pulse surveys and skip-levels to find the systemic friction points that quietly sabotage customer outcomes and erode internal employee trust.
7:343. Internal Branding and Culture Activation
Brand voice must be the heartbeat of your huddles, not just a marketing deck. Sarah demonstrates how to turn values into daily rituals that help teams live the brand. Prevent "trust erosion" by ensuring your internal reality matches the external promise you make to your customers.
10:204. Measuring and Managing Employee Experience Health
Track the employee journey with the same precision as the customer's. Sarah provides a framework for EX dashboards using eNPS and turnover costs. Learn why weekly recognition cuts turnover by 31% and how to make internal health a standing priority in every leadership review session.
8:315. The EX-to-CX Playbook: Your First 90 Days
Move from theory to action with a 90-day roadmap. Sarah outlines a sprint to identify internal cracks, prioritize fixes, and prove EX ROI. Discover the difference between "nice" and "kind" leadership while building a resilient structure where clarity creates a competitive edge.
11:05
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