162: Joy Marsden, Keep Stepping

Adam and Jeannie discuss leadership skills that drive customer experience success with international change advocate and author of Keep Stepping, Joy Marsden. About our guest Joy Marsden has over 20 years business experience in technical textile design, Marketing, Customer Service and Area Sales Management working with blue chip companies including Marks and Spencer, Mars, Next PLC and Avon Cosmetics.  Today as an influential change advocate, Joy works internationally using her uniquely designed Keep Stepping!® program, which focuses on key principles that must be mastered when going through challenge and change. She is an author of the book “Keep Stepping! Essential ways to lead yourself and others through challenge and change.” Joy works with leaders and their teams in both the public and private sector and some of her clients include, PepsiCo, Michelin, BBC, Aon, Chartered Institute for Personal Development, Police Superintendents’ Association, Oracle and National Institute of Health & Research. Episode highlight “If a leader really wants to be successful in bringing an organization successfully through change, successfully through challenge, successfully through difficulties that they may be facing, they’ve got to be open to seeing things differently. And seeing things differently has to start with you. "It has to start with the way you see things: Your own self-awareness, your own ability to reflect on situations, and your openness to ask questions to people throughout the whole of the organization, including the person that sits on the customer service desk… You have to know what your people are going through, and they have to see you.” - Joy Marsden Connect with Joy Twitter LinkedIn Facebook YouTube Joy’s website Related Content Customers That Stick® Post, An Interview with Kate Nasser: Better #PeopleSkills 360Connext® post, Destructive Leadership Practices: Is Your CEO in Denial? Episode 144: Eddie Turner, Facilitating Change Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices