Speaker 1: Hey everyone, it's Lorenzo and welcome to two minute Tips
Speaker 1: on Hacking Leadership podcast. Today's two minute tip is brought
Speaker 1: to you by Eric Laughlin. Eric is the CEO of Agiloft.
Speaker 1: In this episode, Eric speaks about shaping company culture through
Speaker 1: his formula EX equal CX. Check the episode notice to
Speaker 1: find the link to his LinkedIn page.
Speaker 2: Hi, my name's Eric Laughlin. You're listening to my two
Speaker 2: minute tip on hacking your leadership. Shaping culture is a
Speaker 2: critical part of any CEO's job. It's important as vision
Speaker 2: setting and resource allocation. And when I became CEO four
Speaker 2: years ago, I worried about how to articulate my views
Speaker 2: on company culture. And I'd seen too many posters on
Speaker 2: the wall of lists of values, and I wanted to
Speaker 2: avoid that because they are viewed with such skepticism. So
Speaker 2: I developed a simpler approach, an equation, a word and
Speaker 2: a measurement. The equation is ex equals CX the employee
Speaker 2: experience equals the customer experience. Now that's a neutral formula
Speaker 2: that you've got to fill with your own values. So
Speaker 2: for me, I fill it with the word supportive, a
Speaker 2: single word to describe our culture. We strive to support
Speaker 2: each other as colleagues and as diverse individuals. Our management
Speaker 2: supports our mental and physical and lifestyle health of our employees,
Speaker 2: and in turn, they support each other. But it doesn't
Speaker 2: stop there. That support extends to our customers. We don't
Speaker 2: just offer software. We partner in their long term success.
Speaker 2: We are supportive all along the way, and that's why
Speaker 2: we have a ninety six percent customer retention rate. So
Speaker 2: an equation, a word and a measurement measurement. For me,
Speaker 2: I measure two things, our employee net promoter score and
Speaker 2: our customer satisfaction ratings. Those things tell us how we're
Speaker 2: doing with our culture. And in addition, I listen as
Speaker 2: much as I talk in company meetings and interviews and
Speaker 2: sales conversations and in recruiting about that we're supportive and
Speaker 2: that equation. I then turn around and listen how to
Speaker 2: employees describe the culture? How do customers describe the culture
Speaker 2: that they feel when they interact with Agiloft. Backloop confirms
Speaker 2: whether the reality matches my intention, and it identifies where
Speaker 2: I can make some adjustments. So my two minute tip
Speaker 2: boils down to this, an equation, a word and a
Speaker 2: measurement all focused on the culture of your company and
Speaker 2: the experience that it creates for your customers. If you
Speaker 2: want to keep up with the culture at agiloft or
Speaker 2: a product to follow us on LinkedIn or visit agiloft
Speaker 2: dot com.