"Understanding the customer journey is key to improving quality."
In this conversation, Anne MacNeil interviews James Warren, founder and CEO of Share More Stories, about the importance of authentic storytelling in understanding employee and customer experiences. They discuss how storytelling can bridge the gap between employee engagement and customer satisfaction, the innovative tools used to measure emotional responses, and the role of AI in analyzing feedback. James shares success stories from various industries, highlighting the transformative power of storytelling in enhancing quality and engagement.
To learn more check out:
https://sharemorestories.com/author/warrenjwric/
Chapters
00:00 Introduction to Authentic Storytelling
01:20 The Connection Between Employee and Customer Experience
03:25 Measuring Emotions in Storytelling
06:05 Crafting Effective Prompts for Story Sharing
09:54 Engagement Strategies for Employees and Customers
12:42 Ongoing Listening and Feedback Mechanisms
15:08 Aggregating Insights for Action Plans
18:42 Success Stories and Industry Applications
