Marketing Podcast with Donna Cutting

In this episode of the Duct Tape Marketing Podcast, I interview Donna Cutting. Donna is the Founder and CEO of Red-Carpet Learning Worldwide and works with mission-driven leaders to help them create cultures of happy, engaged people who deliver exceptional customer service. She’s the author of three books including: The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service and her new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization.

Key Takeaway:

The world is changing and it’s time to take care of the people who take care of your customers. How do we get an hourly employee who has never received red carpet customer service, to give it? The answer is obvious, isn’t it? You roll out the red carpet for them, of course.

In this episode, Donna Cutting joins me as we talk about how giving your team members a voice in your company, supporting them with knowledge and training, giving them purpose and equitable pay, translates into higher productivity and happier customers. We dive into core concepts from her new book Employees First! and share strategies for honoring the very people who make your company what it is—your internal customers—your team.

Questions I ask Donna Cutting:

  • [1:18] Would you say that in a lot of ways you writing a book about inspiring and engaging with your employees is a derivative of customer service?
  • [6:11] How do you get people to think about this as a journey?
  • [9:54] Would you talk a little bit about the messaging that you’re seeing that really attracts the kind of employee that’s looking for something meaningful?
  • [13:06] Similarly to buyer’s remorse, sometimes people experience remorse after taking a new job — how can we keep that experience as high as everything that attracted them?
  • [15:54] What are you finding in that channel as a way to attract new employees?
  • [17:17] Do we need to change the way that we think about women and diversity in the workplace?
  • [19:50] Where can people find out more about the work that you do?

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