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- 2. ADD FOOTER HERE IF NEEDED (OR DELETE)
- 5. 1. Are you responsible for Customer Experience? 2. Do you look after Employee Engagement? 3. How often do you work together? 4. Anyone look after both? SO WHO IS RESPONSIBLE?
- 6. WHAT EMPLOYEES WANT… SKILLS KNOWLEDGE REWARD & RECOGNITION
- 7. WHAT CUSTOMERS WANT… SERVICE EXCELLENCE IMMEDIACY CONTEXT & PERSONALISATION
- 10. Where are you? CUSTOMER ADVOCACY EMPLOYEEADVOCACY 0 1 2 3 4 5 6 7 8 9 10 109876543210 ADVOCATESPASSIVESDETRACTORS Overt Criticism Sleep Walking to Problems Universal Advocacy Unsustainable Growth? DETRACTORS PASSIVES PROMOTORS
- 11. Employee Engagement intervention opportunity Customer Engagement intervention opportunity 0 1 2 3 4 5 6 7 8 9 10 Competitor B Competitor A ADVOCATESPASSIVESDETRACTORS DETRACTORS PASSIVES PROMOTORS EMPLOYEEADVOCACY Your focus areas CUSTOMER ADVOCACY
- 12. 12 2011 2015 45% 83% Rolling NPS Performance Post Purchase 2012 2013 2014 £ 10.5% GROSS SALES
- 13. 13