Jason S. Bradshaw

Featured image for Jason S. Bradshaw.

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Jason S. Bradshaw bio photoWe all know that an organization’s success is the connection between the leader and the people, but in today’s episode, Jason Bradshaw will also highlight the importance of creating a healthy relationship with the customers.

Jason is a customer service expert and a best-selling author of the book It’s All About Cex! which focuses on the customer and employee experience across all platforms. He will also talk about crises and how organizations should pivot these to something more fruitful.

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Tactical Friday: Listening is Improving with Jason S. Bradshaw

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The first stage of improving is listening. With that in mind, let’s welcome back Jason S Bradshaw in today’s Tactical Friday to share with us the concrete steps in fixing the culture in your organization. He will also cover the structure that every leader should follow in order to stay on track when talking to their employees.

Vulnerability in leadership also plays a big role in Jason’s tactics to set up a proper work environment so let’s jump right into it and see what we can do for our organizations today!

Things you will learn from this episode:

[00:01 – 1:00] Opening Segment

  • I welcome back today’s guest, Jason S. Bradshaw
  • Recap of last Monday’s episode

[1:01 – 6:46] Fixing the Culture in Your Organization Today

  • What is my business famous for? Confirm these from your employees
  • Follow up question: What do I represent to you?
  • Vulnerability in leadership

[6:47 – 12:12] Structuring the Feedback Questionnaire

  • Tell people that you’re doing it and why
  • Takedown notes and write down your questions and their responses
  • Set an expectation that you won’t justify

[12:12 – 13:37] Closing Segment

  • How to connect with Jason
  • See links below

Tweetable Quotes:

  • “We think we are one thing. Yet our customers or our employees see us in a different way.” – Jason S Bradshaw
  • “There’s nothing more powerful than actually asking for feedback face-to-face or on the telephone because you can’t hide from it.” – Jason S Bradshaw
  • “The first stage to improving is listening.” – Jason S Bradshaw

Resources Mentioned:

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The Customer and Employee Experience with Jason S. Bradshaw

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Let’s jump right in and build a culture of trust in our organization.

Things you will learn in this episode:

[00:01 – 10:36] Opening Segment

  • I introduce today’s guest, Jason Bradshaw
  • Jason’s background and history Improving customer and employee experience
  • Consistency of experience Strategies around CEX
  • Providing employees with clarity on what success looks like
  • Knowing how to deal with mistakes

[10:37 – 17:38] Creating a Culture of Leaders

  • Culture of trust as a culture of leadership
  • Embracing mistakes and not fearing them
  • Setting the right standards for your employees
  • Human connection and genuine care

[17:39 – 25:16] Opportunities in the Midst of a Crisis

  • Jason shares a story of when he worked at Target
  • Pivoting the crisis
  • The Pandemic as an opportunity 

[25:17 – 30:19] Common Blindspots in Customer and Employee Experience

  • People either don’t ask questions or ask but do nothing with the data
  • Survey fatigue
  • Making a full experience management focus
  • Failing to tell it to somebody else

[30:20 – 34:07] Closing Segment

  • Jason’s legacy to the world
  • Burning desire inside leaders to be better in serving their communities
  • How to find more of Jason (See links below)
  • Final words

Tweetable Quotes: 

  • “It’s not about perfection. It’s about a constant endeavor towards perfection.” Jason S. Bradshaw
  • “We as leaders need to constantly be aware that the standards we walk past are the standards we accept.” – Jason S. Bradshaw
  • “The easiest customer to sell to is the loyal customer.” – Jason S. Bradshaw

Resources Mentioned: 

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