Engaging employees to deliver exceptional customer experiences

Wed 16th Oct 2019 - 12:00pm


Do you wish to create an environment which deepens the involvement of your employees in the development of your product or service?

 “An exceptional company is the one that gets all the little details right. And the people out on the front line, they know when things are not going right, and they know when things need to be improved. And if you listen to them, you can soon improve all those niggly things which turns an average company into an exceptional company.”  Richard Branson

Businesses who have highly engaged employees tend to provide better customer experiences, which in turn lead to better growth and profit.

  • Employees engaging in the improvement of their own and customer experiences have 50% higher satisfaction ratings*
  • A 1% improvement in Employee Experience Satisfaction delivers a 0.4% increase in Customer Experience Satisfaction**
  • Employees part of a VoE programme are 6 x more likely to rate their employer as excellent***

But often, the biggest barrier to making a voice of the employee programme a success is turning employee feedback into action.

In this session Christopher Brooks will talk about ways to involve front-line employees in the co-creation of outstanding customer experiences. The session will include a live demonstration of employee engagement and collaboration tool, iTogether.

By the end of the session attendees will:

  • Understand how and why employee engagement impacts customer experience
  • Be able to plan strategies to engage employees in improving the customer experience
  • Understand the technologies available to make this happen

Who’s speaking?

Christopher Brooks.

With over 20 years agency, client and consultancy experience working with companies across Europe helping companies to change the way they do business to maximise customer and employee experience.

Who should attend?

Anyone responsible for managing customer experiences or developing new products or processes with an interest in engaging employees. C-level Directors, Change, Customer Experience and Customer Service Leaders.

*“Employee Engagement from a Retail Sector Perspective, International Journal of Marketing and Human Resource Management;**Institute of Customer Services Customer Satisfaction Index, *** MyCustomer 2019

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