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<v Speaker 1>Hey everyone, it's Lorenzo and welcome to two minute Tips

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<v Speaker 1>on Hacking Leadership podcast. Today's two minute tip is brought

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<v Speaker 1>to you by Eric Laughlin. Eric is the CEO of Agiloft.

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<v Speaker 1>In this episode, Eric speaks about shaping company culture through

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<v Speaker 1>his formula EX equal CX. Check the episode notice to

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<v Speaker 1>find the link to his LinkedIn page.

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<v Speaker 2>Hi, my name's Eric Laughlin. You're listening to my two

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<v Speaker 2>minute tip on hacking your leadership. Shaping culture is a

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<v Speaker 2>critical part of any CEO's job. It's important as vision

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<v Speaker 2>setting and resource allocation. And when I became CEO four

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<v Speaker 2>years ago, I worried about how to articulate my views

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<v Speaker 2>on company culture. And I'd seen too many posters on

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<v Speaker 2>the wall of lists of values, and I wanted to

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<v Speaker 2>avoid that because they are viewed with such skepticism. So

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<v Speaker 2>I developed a simpler approach, an equation, a word and

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<v Speaker 2>a measurement. The equation is ex equals CX the employee

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<v Speaker 2>experience equals the customer experience. Now that's a neutral formula

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<v Speaker 2>that you've got to fill with your own values. So

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<v Speaker 2>for me, I fill it with the word supportive, a

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<v Speaker 2>single word to describe our culture. We strive to support

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<v Speaker 2>each other as colleagues and as diverse individuals. Our management

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<v Speaker 2>supports our mental and physical and lifestyle health of our employees,

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<v Speaker 2>and in turn, they support each other. But it doesn't

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<v Speaker 2>stop there. That support extends to our customers. We don't

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<v Speaker 2>just offer software. We partner in their long term success.

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<v Speaker 2>We are supportive all along the way, and that's why

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<v Speaker 2>we have a ninety six percent customer retention rate. So

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<v Speaker 2>an equation, a word and a measurement measurement. For me,

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<v Speaker 2>I measure two things, our employee net promoter score and

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<v Speaker 2>our customer satisfaction ratings. Those things tell us how we're

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<v Speaker 2>doing with our culture. And in addition, I listen as

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<v Speaker 2>much as I talk in company meetings and interviews and

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<v Speaker 2>sales conversations and in recruiting about that we're supportive and

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<v Speaker 2>that equation. I then turn around and listen how to

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<v Speaker 2>employees describe the culture? How do customers describe the culture

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<v Speaker 2>that they feel when they interact with Agiloft. Backloop confirms

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<v Speaker 2>whether the reality matches my intention, and it identifies where

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<v Speaker 2>I can make some adjustments. So my two minute tip

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<v Speaker 2>boils down to this, an equation, a word and a

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<v Speaker 2>measurement all focused on the culture of your company and

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<v Speaker 2>the experience that it creates for your customers. If you

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<v Speaker 2>want to keep up with the culture at agiloft or

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<v Speaker 2>a product to follow us on LinkedIn or visit agiloft

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<v Speaker 2>dot com.