Tuesday 23 August 2016

3 Steps to Improve Staff Engagement in Large Organizations





Employees who feel engaged, involved and valued provide for a strong workforce and a strong workforce is essential to achieve continuous improvement in delivering services.  It is in the benefit of the organisation that employees enjoy a positive employee experience.  By regularly reviewing the levels of satisfaction of employee satisfaction organisations are able to continually identify areas for improvement locally and across the wider organisation.

Improving Employee Experience

  1. Build commitment by raising awareness of the staff engagement program
    • The journey to employee engagement begins at team level.  For continuous improvement to be success all stakeholders need to understand why their commitment is crucial to the process.  Awareness leads to commitment and managers and directors will take more responsibility for introducing employee engagement in their areas. Make sure everyone involved understands what is expected from them and why employee engagement is important.
    • Explain the outcomes and how employees will benefit from participating in the program. Make them believe that their opinion matters and these are the first steps to a better working environment.
  2. Design and create an automated feedback process
    • A simple automated process for managers to check their team details.
    • Managers can remove and exclude team members if they are on holiday, off sick or absent during the process. This validation ensures the correct people are responding and increases response rates.
    • Create automated dates and schedules for sending surveys, reminders and notifications.  Taking the hassle out of the process creates positivity and encourages participation.
  3. Make sure results lead to action
    • Automated reports aggregated to each level at scheduled dates at times
    • Simple easy access to all results in one place relevant to each manager
    • Feedback mechanism – discuss the results with your team and develop actions and targets
      • Celebrate successes - recognise what you do well as a team and enjoy each win together.
      • Develop team specific targets and actions to make a better working environment.
      • Create visual storyboards to share with teams, highlighting the actions, targets and key areas of the report.
      • Positive action makes for happy teams and encourages future participation.
Amy Bassi
Head of Customer Support & Projects
Webropol UK Ltd

Friday 26 February 2016

101 of Successful Customer Experience Design


During the years as a research director in a market research agency I worked on a daily basis with measuring and developing the customer experience of different brands and companies. Participating in more than a hundred business development projects, I learnt that there are certain key components to successful customer experience design. In this blog I have gathered the top 5 factors to pay extra much attention to when designing customer experience. 

5 Tips for Designing Great Customer Experiences


  1. Keep it simple. Firstly, make your service available and easy to buy with ready packages. Secondly, make it easy for the customer to get a successful customer experience. Remove all clutter and unneccessary choices and additions.
  2. Measure. If you are working with your eyes closed, you don’t know whether you are moving in the right or wrong direction.
  3. Give a little more than expected. Delight the customer with small unexpected surprises. Have a staff that is ready to go the extra mile to make the customer feel good.
  4. Be authentic. Base your concept on a unique story, which is manifested in the details included in the customer experience. This will create a soul to your brand and lift up the customer experience to the next level.
  5. Give good value for money. Develop efficient ways to produce what you are offering. Determine what is most important and relevant for your customers and focus on doing that more than well.

What is the best customer experience you have experienced? Comment below.


Annika Herrgård
Marketing Manager

Webropol