1. Employees - an overlooked intelligence resource
Clare Kavanagh W5

2. The importance of employees

3. 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

4. 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

5. 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

6. 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 ?

7. 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?

8. 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?

9. Engage employees to make a difference