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Hearts and Minds FAQs - Into The Blue Consulting

Hearts and Minds FAQs

Please see below some commonly asked questions about our successful Hearts and Minds engagement programme.

If you cannot find the answer to your employee engagement question please do get in touch with us and we will be happy to help.

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Call us on +44(0)1604 805 753

Our successful Hearts and Minds is a bespoke employee engagement programme that ensures that all employee in the business understands what Customer Experience is and why it is important. This understanding is critical if the culture is to change and Customer Experience is to become embedded and sustained.

It can be delivered as either a standalone programme or as a unit within our Customer Experience programme.

It starts with a one day workshop, designed to engage every single employee within the organisation, helping them to understand:

  • The difference between Customer Service and Customer Experience
  • The importance of Customer Experience
  • How it can affect the organisation
  • The role they can play and how it will benefit them

A variety of employees from all levels of all departments across the business attend the workshops together. This helps to breakdown silos, create common understanding and build stronger, wider relationships. Usually this comprises of between 10 – 20 employees per workshop.

As part of the workshop, every employee is asked their views on where the business currently sits and also their ideas for developing the Customer Experience

Key is that each and every employee feels important, feels their views are valued and feels they part of the process.

The workshop is a mixture of power point slides, videos, group work, debates and practical exercises which take the delegates out of the classroom and onto the high street to see first-hand how some organisations deliver Customer Experience.

Following on from this, and by using other tools and techniques we provide, various work streams will be identified and staff at all levels from across the business will be involved and will help to drive these works streams to achieve their respective goals.

The best time to run this is before any major launch of a Customer Experience strategy. This will ensure maximise buy in, helping to build momentum and durability of the strategy.

Motivated, engaged and aligned employees are fundamental to delivering an outstanding Customer Experience.

The latest research by the Customer Experience Excellence Centre 2015 UK Analysis, KPMG Nunwood shows the UK Customer Experience top 100 achieved double the 5-year revenue growth of the FTSE 100. And those in positions 1-10 grew revenues by £43m more every year than those positioned 11-100.

One of the most fundamental elements of delivering a great Customer Experience to your external customers, is the provision of a great internal Customer Experience. How people interact internally, the internal culture, the internal communication and support are critical. The fact of the matter is that, without a great internal Customer Experience, any organisation will struggle to deliver a great external Customer Experience

There are various things which can be done to ensure that employees remain engaged. We focus on the following:

  • Communication – ensuring everyone at all levels is aware of what is being done across the organisation, the role they can play, progress being made, Best Practice and successes. Using communication as motivation to drive Customer Experience.
  • Reward and Recognition – this is about ‘catching people doing things right’. It is about encouraging the right behaviours and language. Helping people understand what great looks like and then recognising those that are doing it well.
  • Fun – people have got to want to drive Customer Experience – this is not something which will work if you have to force people to do it. Making it fun, both for employees and customers is essential.

There are a number of options but the three suggested methods are:

  • Feedback – Qualitative & quantitative
  • Engagement Surveys – Which will help you understand your current level of engagement is and what is driving this
  • Labour Turnover – how fast are you losing people and why?

The following is an interesting paper on measuring Employee Engagement.