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

EPISODE LINKS:
https://thedanielgroup.com/
Lynn's email: [email protected]
Lynn's phone number: (704) 749-5018

Confessions of a Terrible Leader is hosted by Layci Nelson and edited and produced by Fixation Point Productions. Music is by Leif Olsen and Mary Skop from the band The Number of Months.