I have always thought that the Customer Experience will mimic the Employee Experience. After this discussion with Kathy Cuff, I might take that saying one step further. 
Kathy Cuff is a senior consulting partner with The Ken Blanchard Companies and co-author of LEGENDARY SERVICE: The Key is to Care. Kathy seems to have done just about every job at the joined the Blanchard Companies and help create many of the custom products for their clients.
In characteristic Blanchard style, the book is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference– and customer service is everyone’s job.
Enjoy the podcast as we had a great discussion on “customer service.”