Show Notes:

You can’t deliver a great client experience without great people behind it. “I’ve been doing customer experience for about 20 years now, and I was about five minutes into that career when I realized that you can’t have a great customer experience unless you have great employees to deliver that experience.”

Most firms confuse orientation with onboarding. “Orientation is things like, okay, this is when you need to be at work, this is where we have lunch, this is where the bathrooms are. Interestingly enough, those are the same kind of things you would learn if you went on a cruise. That’s not onboarding.”

The gap between what employers say and what they do is where trust dies. “We should lead with show, not tell. A lot of organizations and leaders will talk about how much they care about their people, but then they’ll do things that seem completely antithetical to that philosophy.”

74% of people decide whether to stay based on a single day. “74% of employees say that their experience on the first day determines whether they will stay for a month or not. And it all boils down to that one day.”

It’s not about money, it’s about emotion. “It’s never about the money you spend on them. It’s about the emotions they feel when they interact with you.”

It’s easy to quit coworkers, it’s hard to quit colleagues. “A colleague is someone who, when you come in on Monday, doesn’t say, what did you do this weekend? They say, how did the game go? How did the recital go? Because they know what you were planning to do, because they talked to you about it last Friday.”

The ROI is undeniable. “Employees who have a strong onboarding experience, so we get that first 100 days right, it’s an 80% increase in productivity and a 70% increase in retention.”