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Forbes Business Council: Here’s How to Analyze and Improve Your Customer Experience

| By Dr. Donte Vaughn

The customer experience is more important than ever. Convenient technology, personalized apps, online reviews, and other modes of social proof have created a culture of instant gratification and high consumer expectations; companies that fail to deliver risk getting left behind.

A recent Forbes Business Council article, Here’s How to Analyze and Improve Your Customer Experience, asked entrepreneurs how they believe companies can master the customer experience. CultureWorx’ CEO, Dr. Donte Vaughn, who is a member of the Forbes Business Council, equated the customer experience to the employee experience, commenting this:

“Your customer experience is closely aligned with your employee experience. The closer employees are to serving customers, the greater the impact. Improvement of your employee experience should connect to your customer experience, particularly when they can understand how their interactions shape that experience. Improving your customer experience without fixing your workplace culture is futile.”

Dr. Vaughn wasn’t the only council member to liken the customer experience to the employee experience. Other council members emphasized how the customer experience directly reflects an organization’s core values, workplace culture, and employee satisfaction rate. Companies looking to analyze and improve their customer experience and business performance should start by viewing these internal areas as leading indicators of customer satisfaction—when employees are engaged in providing quality work to customers, an exemplary customer experience is likely to follow.

Dr. Vaughn joined the Forbes Business Council in 2021, bringing his expertise in organizational leadership, workforce management, and company culture to the invitation-only community.

Forbes Councils is a collective of invitation-only communities created in partnership with Forbes and the expert community builders who founded Young Entrepreneur Council. In Forbes Councils, exceptional business owners and leaders come together with the people and resources that can help them thrive.

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ABOUT THE AUTHOR

Dr. Donte Vaughn

CHIEF EXECUTIVE OFFICER &
MANAGING PARTNER

Dr. Donte Vaughn, DM, is the CEO and Managing Partner of CultureWorx, a company dedicated to providing Culture Performance Management solutions to help organizations measure, manage, and foster cultural change through “real-time” learning and practice.

Dr. Vaughn is an expert in Organizational Leadership, Workforce Management, and Company Culture. He has over 17 years of senior level executive experience driving results in the public and private business sector; fostering the design and implementation of business growth and leadership strategies and serving companies throughout the U.S. and globally.

Before launching CultureWorx, Dr. Vaughn founded and managed a boutique Operational Management Consulting practice serving the growth business community. He has also consulted with firms in providing labor strategy and workforce management solutions for the industrial market space.

Dr. Vaughn studied at Drexel University and the University of Phoenix and holds a Bachelor of Science degree in Business Administration & Management, a Master’s in Management and Organizational Leadership, and a Doctor of Management (DM).

His professional memberships include the Society for Human Resource Management (SHRM), The Association for Corporate Growth (ACG), National Speakers Association (NSA), National Small Business Association – Leadership Council, and the National Business Educators Association (NBEA). Dr. Vaughn is an Official Member of the Forbes Business Council.

He is the co-author of the Amazon Best Seller: From Culture to Culture: The System to Define, Implement, Measure, and Improve Your Company Culture.

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