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Customer & Employee Engagement

Employee Engagement

Why is Employee Engagement important?

Engaged employees tend to be more content in their work, and therefore tend to provide better service to colleagues and customers. The service profit chain is now well established, and we believe that the links between leadership, employee engagement, customer service, loyalty and performance improvement are robust.

How Academee helps

Employee Engagement

We work with blue chip clients on projects where we are using a range of engagement techniques to enable employees to engage positively with proposed changes in strategy, structure or process. Employee commitment can make the difference between costly failure and long-term success.

We work in the following areas to enable clients organisations to engage effectively with their employees:

• management engagement
• internal communications
• helpline provision
• web-based communications and logistics
• project management
• evaluation.

We use a range of innovative tools to achieve this engagement, including those listed below, with some examples of applications:

• structured dialogue workshops so that people can make sense of the case for change
• scenario-based activities to explore inter-departmental working
• professional role players to simulate real situations and to invite real interaction and feedback
• games to encourage enjoyment as well as exploration
• video to create energy, show reality and record significant outcomes
• experiential activities such as drumming, outdoor activities, group art to draw people together in an active metaphor
• guest speakers to develop fresh perspectives.

We design each intervention with you to ensure it is highly focused on achieving our objectives, and congruent with your culture and style.

Customer Engagement

Why is Customer Engagement Important?

Service is a key source of competitive advantage for service-based organisations. Getting customer service right is critical to having satisfied customers and building loyalty. Service is delivered primarily through people. For many organisations their reputation for service can be damaged all too easily, so maintaining high levels of employee commitment and skill to deliver great service is a critical business activity.

We live in a branded world. We know that consumers and business customers increasingly expect standards of service from particular brands based on the brand position they have accepted. Only through employee living the brand can we ensure that the brand promise is borne out in practice through the customer's experience.

Branded Service Experience

We work with national and international clients to help to define the customer experience their brand requires if the brand promise is to be delivered in each service experience.

We also work with them to deliver that experience across their organisation, whether in consumer services such as leisure or hotels, or business-to-business areas such as IT services or petrochemicals.

Our approach is simple:

• Understand the brand promise
• Define the service experience that makes that promise a reality every day
• Implement that experience through leadership, and the service delivered by all employees
• Ensure that processes support people to deliver
• Support the learning through effective communications and review processes.

We have won awards with our clients in the UK, across Europe and globally. Our secret is making the link between brand, learning and the customer experience. At the end of the day, it's the customer who decides.

Range of learning solutions:

• Customer Service Excellence
• Managing Customer Service Excellence
• Managing Customer Relationships
• Sales Skills
• Key Account Management
• Partnering and Consulting Excellence.