Employees - an overlooked intelligence resource Clare Kavanagh W5

The importance of employees

Employee engagement Commitment 9-10 7-8 0-6 Awareness Awareness and belief Make it easy for employees to be involved Communicate Celebrate Advice from employees 7-8 0-6 Awareness

Customer centricity 74% 45% 45% 51% 50% 30% Yes 9-10 50% 7-8 No 0-6 Higher managerial/ professional Intermediate manager/professional Supervisory or clerical/junior managerial Skilled manual worker Semi or unskilled manual worker 74% 45% No 20% 0-6 45% 51% 50% A positive customer experience is a primary goal of the organisation/company

New ideas on how to improve the customer's experience are encouraged Involve employees Yes 41% 9-10 7-8 34% No 25% 0-6 New ideas on how to improve the customer's experience are encouraged

Collect customer feedback Collect and communicate feedback Don’t know Collect customer feedback No Yes 36% 9-10 7-8 28% No 36% 0-6 Does your organisation/company collect feedback from customers on their experiences with the organisation/company and is it effectively communicated ?

Celebrate 34% Yes 24% 9-10 7-8 No 0-6 42% To what extent do you think employees' efforts in delivering great customer experiences are recognised or celebrated in your organisation/company?

Improve product and services What do employees advise ? Improve product and services Communicate Based on your experience dealing with customers what one thing do you think your organisation/company could do better for customers?

Engage employees to make a difference