The ability to identify customer and employee satisfaction linkages are a key influencer in achieving increased satisfaction. However, all too often companies tend to review customer research feedback and employee satisfaction surveys in complete isolation of each other. Generally customer market research is marketing led and employee surveys is HR led. Strategic business units will most likely set independent improvement targets that are not always joined thereby encouraging silos, fragmented objectives separate plans with no-cross dependences. All encourage diversion from the overall strategic vision and shared change purpose of the company.
You probably already have the data and now may to get the full picture from it. Well now you can have it analysed quickly and efficiently and save time and money by implementing a shared design that covers both the customer and employee dimensions as one integrated ‘delivery engine’ share with colleagues approaches and tactics they have found to work when helping customers or increasing sales. In addition training can be a great motivator for your employees and will help them get more from their work. This should not only improve your staff retention levels but could have a massive impact on the profitability of your organisation. What gets measured gets done so it is important to define improvement targets at the outset that are challenging but feasible. These targets provide both a motivation to improve and a means to measure progress toward the agreed goals.
Benefits for your organisation
Teams work smarter and work together
Clear solid and sustainable joined up plans
Less duplication of effort
Create consistent and joined up communication plans
Who will benefit?
For those people who have complete or partial responsibility for improving satisfaction results. It is a hand’s on practical learn-ing experience that utilises participant’s data as a vehicle for training deployed through a result based ‘learn by doing’ approach. The usual question is where to start, how to prioritise and what to focus on? This is where Metwou, can help based on hands on experience. The aim is to work with each area to build a picture and construct a shared change purpose that ultimately will be delivered for agreement to proceed to implementation. It is a systematic framework for the delivery of change that enables buy-in and consensus up-front via a shared change purpose that delivers positive results.
By the end of the course, delegates will be able to:
