Geoffrey Smith: How Compassionate Moments, Not Corporate Mandates, Spark Engagement and Customer Satisfaction

Where do empathy and compassion impact corporate profits, employee experience, and customer satisfaction? In healthcare, and yes, in your industry, no matter what it is, it starts at the local level, as my guest today shares.  

Today, Geoffrey Smith and I talk about his journey as an employee experience professional in healthcare, but how he didn't really understand his work or purpose until he saw it through the patient's eyes during his wife's cancer battle, and how the power of human connection relates to patient and customer outcomes. Geoffrey shares why annual employee pulse surveys are not the most actionable, and instead create more continual feedback loops to identify high-performing leaders and teams at the local level so you can replicate their actions and achieve company-wide engagement. He offers practical examples of how busy leaders can check in with employees and achieve measurable results.

To access the episode transcript, please search for the episode title at www.TheEmpathyEdge.com

Key Takeaways:

• Innovation happens in big and small ways. You can change someone’s life with low-tech solutions that only require being present in the moment.
• Employee engagement is a local phenomenon. It's not an organizational metric, it's a team metric - where the work happens.
• Checking in with your employees weekly doubles the engagement of checking in monthly. Measuring team by team in real time will allow you to know where your teams are shining and where they are struggling.

"Keep your eyes open and stay authentically present, because you never know when those small moments are going to change everything." —  Geoffrey Smith

From Our Partner:

SparkEffect partners with organizations to unlock the full potential of their greatest asset: their people. Through their tailored assessments and expert coaching at every level, SparkEffect helps organizations manage change, sustain growth, and chart a path to a brighter future.

Go to sparkeffect.com/edge now and download your complimentary Professional and Organizational Alignment Review today.

About Geoffrey Smith, Chief Mo-ment Officer

Geoffrey leverages a diverse 25+ year career in Human Capital Management, specializing in employee engagement, leadership development, and culture change initiatives in the workplace.  His journey has ranged from working for the corporate industry leader to building his entrepreneurial start-up from the ground up. Currently, he supports innovative employee/patient/caregiver/human experience leaders, nurse and clinician entrepreneurs, and hospital administration, consulting them on modernized people and talent activation strategies to make a true impact on those who both provide and receive care.

Geoffrey also hosts the Mo-ments of Experience podcast on the People Forward Network.  Inspired by his faithful 14-year-old beagle Mo, whose unwavering spirit and love lifted his family during challenging times, the Mo-ments of Experience podcast highlights the meaningful Mo-ments that shape us, move, and inspire us to pursue our purpose.

Connect with Geoffrey:

Mo-ments of Experience, LLC: mo-mentsofexperience.com 

LinkedIn: linkedin.com/in/geoffreypsmith 

Connect with Maria:

Get Maria's books on empathy: Red-Slice.com/books

Learn more about Maria's work: Red-Slice.com

Hire Maria to speak: Red-Slice.com/Speaker-Maria-Ross

Take the LinkedIn Learning Course! Leading with Empathy

LinkedIn: Maria Ross

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