THE ENGAGEMENT ENIGMA:Connecting the dots between employees,customers and making more money

3

HYPER PERSONALISATION

5

6

CUSTOMERS EMPLOYEES

DATA, DATA & MORE

DATA

7

8

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

WHAT DOES GOOD LOOK

LIKE?

56% of employees think that their employer should understand them as well as they are expected to understand their customers

114%Organisations with a higher customer satisfaction average outperformed those with average satisfaction by

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

1.8%9.6%Organisations who registered

average turnover growth of

for organisations whose customer satisfaction had fallen

VS

LOYALTY

15

HOW WILL YOU GET THERE?

• Timeliness

• Relevancy

• Personalisation

BALANCED

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

RECOGNITION & ENGAGEMENT

Only 8% of UK colleagues are engaged at work

Engaged colleaguesoutperform their peers by 147%

ValuesPurposeCulture

Empowerment

9.6%Organisations who registered average turnover growth of

Happy colleagues = Happy customers = Happy shareholders

Group sales

£1.93billion

5.6%

We all know

recognition

works...

Source: Harvard Business Review May 9, 2016

“Recognizing employees is the simplest way to

improve morale and employee engagement.”

3 THINGS TO REMEMBER

Your employees are your number one customer

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3 THINGS TO REMEMBER

Timeliness

Relevancy

Personalisation

2

3 THINGS TO REMEMBER

Happy Employees =

Happy Customers =

Happy Shareholders

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