Customer Service Revolution | Customer Experience & Employee Experience Insights 143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience
Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale.
In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how it's redefining success. Listen as Franco shares his innovative strategies for engaging with the millennial and Gen Z workforce, highlighting the impact of these dynamic generations on a company's growth trajectory.
This episode explores the changing landscape of recruitment and training, focusing on the untapped potential of hiring older employees. As we navigate the nuances of generational differences in the workplace, we uncover how NewDay USA's shift in hiring practices has leveraged the rich experience of seasoned professionals to strengthen their teams. Additionally, we touch on the effect of remote work on the industry, revealing the challenges and triumphs of adapting to new modes of career development and client communication.
The art of leadership and the strategic cultivation of future leaders take center stage as we discuss fostering a cohesive team and enhancing the veteran experience in the mortgage market. Hear how NewDay USA's commitment to customer experience and leadership development has been instrumental in creating a robust corporate culture and improving client retention.
From managing client communication to balancing work and life, this episode is packed with actionable advice for business leaders aiming to create a lasting impact in their industries.
Here are just a few takeaways:
- Franco Greco's success at NewDay USA through a focus on customer service that enhances company culture and client satisfaction
- A strategic shift in hiring practices that prioritizes the experience of older employees and adapting to attract Gen Z's work-life balance desires
- Hiring motivated individuals with diverse backgrounds
- Interview techniques that reveal true character over-rehearsed responses
- Investment in a Customer Experience Executive Academy to improve interdepartmental relations and customer service skills across the company
- Initiating innovative team-building strategies by developing future leaders
- Addressing veteran customer service experiences to reduce opt-outs
- Consistent client communication
- Understanding the unique needs of older veterans in financial services to maintain relationships
- Work-life balance and the power of networking and mentorship
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
thedijuliusgroup.com/project/presentation-skills
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Episode Credits:
If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.