We have just had feedback from the delegates on question one in today’s World cafe session.
The question is:
What and how can we learn from our customers to reduce disengagement?
And here are some of the thoughts from the floor . . .
- Uniformity is a killer – pursuit of uniformity gets you knowhere
- You get what you measure – the measures for success will drive the behaviours
- Recruit friendly happy people – you can’t measure it but drives culture of the organisation
- Tyranny of niceness – having to be happy all of the time is a real turn-off
- It is everyone’s responsibility to deliver customer service
- The moment engagement is someone else’s job it doesn’t work
- Question seen in a Linkedin group: ‘Where should engagement sit in the organisation?’ – delegate said this statement just seems to sum up the problem
- Having diverse people, new ideas, challenging each other
- Induction key to getting people into the company culture
- Listening, emotional engagement and empathy are crucial for engagement
- Employee first, customer second when it comes to engagement – engage employes, delight your customers
- A little investment upfront leads to lasting benefit in terms of engagement
- Relationships and listening people at the heart of all engagement. But there is a lot to listen to so how do you choose what to listen to. Listen and act – listening is not enough