Employee and Customer Engagement

Employee and customer engagement are fast becoming recognised as key ingredients in a successful organisation. At What Goes Around Limited, we believe high levels of engagement are essential to support great customer service. We have extensive experience in designing and delivering a wide range of employee engagement opportunities to help attract, motivate and retain the kind of people you need to make your organisation a great place to work. And we can work with your customers and other stakeholders too, bringing you closer together to co-create a lasting and profitable customer experience.

Communication

We can help you plan your engagement communications, from a simple workshop to establish some free flowing dialogue, through to a strategic plan including integration of a wide range of social media tools.

We work with a couple of independent organisations who can provide you with short, relevant employee attitude, customer satisfaction and other surveys to improve your understanding of the employee and customer experience. We then work with you to identify and help implement improvements. Vitally, we help you to ensure the communication continues to flow through the organisation and beyond. This means your people and your customers will know what they have told you, and what you are doing as a result. We recently worked on an existing employee attitude survey, reducing the number of questions and the associated time to complete by almost 50%. This had a dramatic effect on completion levels and allowed the client to improve the flow of information. In turn this reduced tactical action planning and created much stronger links between the survey output and real business priorities.

Co-Creation

Our experience in managing change has shown us that people do not resist change so much as they resist change that is imposed upon them. We use this experience to facilitate group dialogue as the starting point for successful change.

A conventional way to seek understanding would be to bring in ‘expert’ consultants, possibly to work with an internal team, to produce reports for the senior team to decide on and then ‘roll out’ over the organisation.  This is expensive and usually takes more time than you have. It is also unlikely to deliver the changes you need within the time and budget that you have.

In fact, your organisation already knows much more than it realises. It is full of people who have observations, experience, memories, thoughts and insights into how it can deliver excellent service, and probably save money and time by simplifying its procedures. “All” we need to do is to engage those people and invite them to co-create ways to simplify systems to make the operations more reliable, responsive, cost-effective, and service improving. The way to engage them is through dialogue, not talking at them, but asking them, listening to them and showing them that their input is valued and that people are acting mindfully upon it.

We know this works. We are very confident that you will get remarkable results from the first intervention and that your organisation will get even more results as more people experience and respond to the process.

We recently completed an exercise for a large organisation that:

  1. led directly to a review and simplification of an existing programme that saved £150k and freed up 20 staff back into the business to do other service improvement work
  2. led to a project that saved a £30m revenue outsourcing contract by:
    1. resolving all outstanding T&C issues in two weeks
    2. reducing a seven stage sign-off process to just two stages, massively improving response times
    3. developing a new order process, identifying annual savings of £500K
  3. Created a sense of connectedness and shared dialogue which led directly to a four point increase in employee engagement and customer satisfaction scores

We think the potential for service improvement, saving costs and increasing morale and engagement is much greater than immediately apparent and that we can show you how this can be achieved relatively quickly and cheaply.

Use the Contact Us page or call 07736 518066 to get in touch to discuss your requirements and find out more.