73. Marketing To Your Employees, Not Just Your Customers w/ Chris Wallace

We always talk about brand as a collection of promises that a company is making to its customers. At the end of the day, brand really comes down to the essence of a company.   However, if the people spending the money on the advertising do not have a strong bond with the people delivering that customer experience — the ones facing the customers — you have a catastrophic breakdown between promise and delivery.   Employee experience is customer experience if employees believe in the brand they are hired to represent.   In this episode, I interview Chris Wallace, Cofounder and President at InnerView Group, about marketing and branding to employees, not just customers.   A few of the takeaways:   - Build employee satisfaction to drive customer satisfaction — an upward spiral   - Avoid brand dilution by closing the gap between your brand promise and your customer experience   - Infuse your team with a sense of pride and purpose in their work and in your company   - Techniques & strategies for improving employee experience   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.