What happens when we recognize employees as multi-dimensional humans instead of just job titles? The results can transform both customer and employee experience in powerful ways.
In this CX Pulse Check, John Garrett, author of What’s Your And?, shares how companies that invest in employee experience see powerful returns—like 28% revenue growth and 50% higher sales from customer-facing teams who feel valued.
From knitting groups at ServiceNow to Starbucks choosing people over AI, we explore how personal passions at work drive connection, loyalty, and business success. John also highlights the need to support high-performing employees to prevent burnout and sustain long-term engagement.
This conversation is a compelling reminder: when people can be themselves at work, everyone wins—employees, customers, and the bottom line.
About John Garrett:
John Garrett—award-winning author and people-centric leadership speaker—is on a mission to create thriving workplaces. What the CPA-turned-professional comedian turned two-time Emmy nominee may do best is champion the human side of professionals, consulting with organizations to develop more productive cultures while shining a light on their people’s rich lives outside of work. And his book, What’s Your “And”?, was named a Distinguished Favorite by the Independent Press Awards and it was recently featured in Forbes.
Learn more about John and “What’s Your And?” at thejohngarrett.com or whatsyourand.com/
Follow John and What’s Your And on…
X/Twitter — x.com/The_JohnGarrett
X/Twitter — x.com/Whats_Your_And
Instagram — instagram.com/John_R_Garrett
Instagram — instagram.com/WhatsYourAnd
LinkedIn — linkedin.com/in/thejohngarrett/
Articles Mentioned:
Why These Companies Let Team Members Share and Explore Personal Passions at Work (Built In Seattle)
To Leverage Employee Passion, Save It for When It Counts (Harvard Business School)
Starbucks doubles down on baristas, not AI, to fix its customer crunch (Business Insider)
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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