the engagement enigma€¦ · the engagement enigma: connecting the dots between employees,...
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THE ENGAGEMENT ENIGMA:Connecting the dots between employees,customers and making more money
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HYPER PERSONALISATION
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CUSTOMERS EMPLOYEES
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DATA, DATA & MORE
DATA
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Employee Rating
3x more customer ratings givenwere Excellent than Terrible
An equal number of customer ratings givenwere Excellent or Terrible
=
PROFIT WARNINGS?
Employee Rating
Customer Rating Customer Rating
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WHAT DOES GOOD LOOK
LIKE?
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56% of employees think that their employer should understand them as well as they are expected to understand their customers
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114%Organisations with a higher customer satisfaction average outperformed those with average satisfaction by
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0.4%9.1%
Organisations with customer satisfaction at least one point higher than average achieved annual turnover growth of
growth for those with lower satisfactionVS
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1.8%9.6%Organisations who registered
average turnover growth of
for organisations whose customer satisfaction had fallen
VS
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LOYALTY
15
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HOW WILL YOU GET THERE?
• Timeliness
• Relevancy
• Personalisation
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BALANCED
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EXPERIENCE AND VALUES
The experience that you are able to deliver to your customer is far harder for a competitor to copy than your products or services
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RECOGNITION & ENGAGEMENT
Only 8% of UK colleagues are engaged at work
Engaged colleaguesoutperform their peers by 147%
ValuesPurposeCulture
Empowerment
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9.6%Organisations who registered average turnover growth of
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Happy colleagues = Happy customers = Happy shareholders
Group sales
£1.93billion
5.6%
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We all know
recognition
works...
Source: Harvard Business Review May 9, 2016
“Recognizing employees is the simplest way to
improve morale and employee engagement.”
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3 THINGS TO REMEMBER
Your employees are your number one customer
1
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3 THINGS TO REMEMBER
Timeliness
Relevancy
Personalisation
2
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3 THINGS TO REMEMBER
Happy Employees =
Happy Customers =
Happy Shareholders
3