Hey everyone, it's Lorenzo and welcome to two minute Tips on Hacking Leadership podcast. Today's two minute tip is brought to you by Eric Laughlin. Eric is the CEO of Agiloft. In this episode, Eric speaks about shaping company culture through his formula EX equal CX. Check the episode notice to find the link to his LinkedIn page.
Hi, my name's Eric Laughlin. You're listening to my two minute tip on hacking your leadership. Shaping culture is a critical part of any CEO's job. It's important as vision setting and resource allocation. And when I became CEO four years ago, I worried about how to articulate my views on company culture. And I'd seen too many posters on the wall of lists of values, and I wanted to avoid that because they are viewed with such skepticism. So I developed a simpler approach, an equation, a word and
a measurement. The equation is ex equals CX the employee experience equals the customer experience. Now that's a neutral formula that you've got to fill with your own values. So for me, I fill it with the word supportive, a single word to describe our culture. We strive to support each other as colleagues and as diverse individuals. Our management supports our mental and physical and lifestyle health of our employees, and in turn, they support each other. But it doesn't
stop there. That support extends to our customers. We don't just offer software. We partner in their long term success. We are supportive all along the way, and that's why we have a ninety six percent customer retention rate. So an equation, a word and a measurement measurement. For me, I measure two things, our employee net promoter score and our customer satisfaction ratings. Those things tell us how we're
doing with our culture. And in addition, I listen as much as I talk in company meetings and interviews and sales conversations and in recruiting about that we're supportive and that equation. I then turn around and listen how to employees describe the culture? How do customers describe the culture that they feel when they interact with Agiloft. Backloop confirms whether the reality matches my intention, and it identifies where
I can make some adjustments. So my two minute tip boils down to this, an equation, a word and a measurement all focused on the culture of your company and the experience that it creates for your customers. If you want to keep up with the culture at agiloft or a product to follow us on LinkedIn or visit agiloft dot com.