In this episode of Confessions of a Terrible Leader, Layci chats with Lynn Daniel, the CEO and founder of The Daniel Group. Lynn, a veteran in transforming customer journeys since 1989, dives into the dramatic evolution from customer service to customer experience. Discover how real-time feedback, employee engagement, and senior leadership can revolutionize your business. Lynn also shares his entrepreneurial highs and lows, the game-changing decision to hire a COO, and the courage to innovate. Tune in for eye-opening insights, relatable leadership confessions, and practical advice on setting your business apart through exceptional customer experience.
00:00 Welcome and Introduction 01:21 Guest Introduction: Lynn Daniel 03:05 Understanding Customer Experience 04:37 Evolution of Customer Experience 07:08 Importance of Customer Feedback 14:04 Leadership and Company Culture 20:50 Leadership Mistakes and Lessons 24:48 Conclusion and Contact Information
