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Rethinking Customer Experience – with Graham Hill
Episode 4926th May 2023 • Beyond The Water Cooler • Lisa LLoyd
00:00:00 01:01:57

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Forbes has put together 101 of the best customer experience quotes. Only 3 of them feature employees, despite the fact customer experience relies on your workforce. 

Simon Sinek says: 

👁️‍🗨️ “Customers will never love a company until the employees love it first.” 

And that's exactly what Graham Hill, from insight6, and I talk about in this episode of the podcast. We refocus the lens, shifting away from simply the customer, to the people within organisations that determine CX.

One thing that has become very clear over recent years is the need to enable employees to have the best experience, for companies to succeed. It's interesting how many of the 101 quotes communicate the same powerful message when the word 'customers' is switched for 'employees'. 

That says a lot... the experience of ALL your stakeholders is a must for leaders to get to grips with. 

🥇 Graham and I consider the evolution from customers first, to putting employees first. 

🥇 We unpick the direct connection and key factors that companies need to be addressing. 

🥇 We discuss the uptake of this shift in thinking, and the impact that Insight 6 data shows. 

“If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.” – Shep Hyken

What does your CX strategy look like?

More about Graham:

Graham has over 20 years of experience in senior roles for a number of FTSE 100 businesses including Vodafone, Digicel and Dixons Carphone, leading teams to deliver a world-class customer experience, both in the UK and internationally.

He is the local Customer Experience Director for insight6, owning and running the Bucks, Beds and Oxfordshire Regional Office.

insight6 are one of the UK’s top Customer Experience firms, supporting over 1,000 clients, from all sectors, across the UK to deliver more revenue through better customer experiences.

Links to contact Graham:


Graham Hill

insight6 UK



Twitter: @GrahamHillCX

Resources & References

This conversation with Graham reminded me of the episode with Eric Collins who talked about him being a customer of his business in his MD role As MD, I’m Just A Customer Of The Business – with Eric Collins - It's Time for Change (

The High Cost of a Bad Employee Experience and How to Avoid It – insight6

Contact details for Lisa LLoyd:

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