167: Heather Younger: I think I found exactly this place

//167: Heather Younger: I think I found exactly this place

167: Heather Younger: I think I found exactly this place

Heather Younger Show Notes Page

Heather Younger was leading the entire client facing team for a company that was going through a big merger. After about a year into the merger the company culture took a nosedive. Heather went to the head of HR, even though she was leading the customer experience, about making changes to improve the employee experience. Heather ended up being responsible to managing the experience for both.

Heather was born in Columbus, OH, but was raised in Las Vegas Nevada.

She is an only child from an interracial and interfaith family. Heather’s mother is white and Jewish and her father is black and a non-practicing Christian. Her parents divorced when she was 20. Growing up in this type of family was challenging, to say the least. Heather often felt like an outsider, like she didn’t have a voice, like the black sheep who was not important. She was excluded from family gatherings because of what she looked like. Her presence was a constant reminder of her parent’s marriage. That type of struggle at such at early age created resiliency inside of Heather, a key leadership skill.

Heather’s career progression is anything but linear or even expected. Heather attended the University of Nevada, Las Vegas for Political Science, then went on to attend law school. While her entire family wanted her to be a lawyer, Heather practiced for just two short years. She left the practice of law to work for Mary Kay Cosmetics, where she would learn much of what would become her leadership style of today.

Following her time with Mary Kay, Heather worked alongside her husband in their mortgage company, leading sales, training and account management. After almost 5 years of working with her spouse, Heather decided to move onto a position with a healthcare staffing company, leading an account management team and large strategic accounts. With the upcoming birth of Heather’s third child, she decided to transition to her own coaching practice and spend more time with her kids.

Heather is the best-selling author of, The 7 Intuitive Laws of Employee Loyalty and the founder and CEO of Customer Fanatix. Her organization’s mission is to inspire and train leaders to put their employees first. Heather fulfills her organization’s mission through her inspiring keynote speeches, leadership development training, coaching and facilitation, employee focus group moderation, and consulting with organizations all over the world on strategies to improve employee engagement.

Heather went on to manage a client development team whose clients were hospitals and healthcare systems. It was here that her love of all things customer experience was born. Because she was looking to expand her role to oversee a broader team, Heather went to work for a software company that was set to merge 5 companies together. It was here that Heather’s current mission came to life in the employee engagement and loyalty space. Because the merger did not go well, she jumped at the opportunity to help with the culture and engagement issues.

Heather’s legacy will be the impact she has had on employees, co-workers and customers in her desire to listen to them and communicate their voices to those who can make a difference. Her focus on changing the minds of leaders to improve the lives of employees worldwide will continue on.

Heather lives in Colorado with her husband Luis and four kids Gabriella, Sabastian, Dominic, and Matteo. They enjoy long walks together, cuddling on the sofa to watch a good movie and focusing on their faith.

Tweetable Quotes and Mentions

Listen to @Customerfanatix to get over the hump on the @FastLeaderShow Click to Tweet 

“We’re not talking about people who are amazing on their spreadsheet, we’re talk about what it is you do with people.” -Heather Younger Click to Tweet 

“90% of employee experience is about emotions.” -Heather Younger Click to Tweet 

“Leaders have the power to control which emotions are unleashed from within their people.” -Heather Younger Click to Tweet 

“There are those employees who’ll always be victims.” -Heather Younger Click to Tweet 

“Overarchingly, people come to a place because they want to do good work.” -Heather Younger Click to Tweet 

“Employees want to be part of something bigger, feel cared for, listened to, respected.” -Heather Younger Click to Tweet 

“You don’t just get trust when you walk in the door.” -Heather Younger Click to Tweet 

“Don’t worry about what others are doing, lead yourself first.” -Heather Younger Click to Tweet 

“Own your past and do a better job of harnessing your voice for the benefit of others.” -Heather Younger Click to Tweet 

Get Your Updates & Offers

Get the latest and greatest content and offers first.

100% Privacy. We don't spam.

Hump to Get Over

Heather Younger was leading the entire client facing team for a company that was going through a big merger. After about a year into the merger the company culture took a nosedive. Heather went to the head of HR, even though she was leading the customer experience, about making changes to improve the employee experience. Heather ended up being responsible to managing the experience for both.

Advice for others

Own your past and do a better job of harnessing your voice for the benefit of others.

Holding her back from being an even better leader

Doing too many things at one time.

Best Leadership Advice

Don’t worry about what others are doing, lead yourself first.

Secret to Success

Insane drive and a desire to get better every day.

Best tools that helps in Business or Life

I care.

Recommended Reading

The 7 Intuitive Laws of Employee Loyalty: Fascinating Truths About What It Takes to Create Truly Loyal and Engaged Employees

Who Moved My Cheese?: An Amazing Way to Deal with Change in Your Work and in Your Life

Contacting Heather Younger

Email: heather [at] customerfanatix.com

website: https://customerfanatix.com/

Twitter:  https://twitter.com/Customerfanatix

LinkedIn: https://www.linkedin.com/in/heatheryounger/

Resources and Show Mentions

Call Center Coach

Empathy Mapping

54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well
2018-04-09T12:35:50+00:00April 4th, 2018|Podcasts|0 Comments

Leave A Comment

Be on our Show?

Interested in being a guest? Great! Just call me at 336-288-8226 and introduce yourself.

Did you register for offers and tips?

We all need help to get over the hump...so sign up.