A happy workforce with a positive employee experience will pay it forward to their customers by providing an outstanding CX. The concept is simple, but it sometimes gets forgotten. That is why Emmanuel Richard and Diane Serbin Hopkins came together to write the book Out Care the Competition: Fine Tuning Culture for Sustainable Success (Networlding Publishing, 2024).
The book caught the attention of CX expert and New York Times bestselling author of The Amazement Revolution, Shep Hyken, who commented, "The authors have developed a practical and scalable CARE framework to help any business accelerate the achievement of many goals. I recommend this book as a refreshing way to fine-tune strategy toward the ultimate goal of happy teams, happy customers and amazing results!"
Recently, Richard talked to CX Network about the book and the importance of care. Watch the video to learn more. Then, join CX Network at All Access: Workforce Management for Contact Center to discuss similar topics.