Our philosophy has been developed and refined over the last 14 years. It’s a guiding foundation for all that we do and the way we engage with our people, customers and partners.
The FuturePeople top 10
We are part of a customer engagement economy
Engaged customers are the holy grail. They spend more, stay longer, give you good ideas and tell their friends. Companies with engaged customers are more successful; they have higher growth, profit and shareholder returns. In fact, engaged customers represent an average 23% premium in terms of profitability and revenue, yet only 20% of customers are fully engaged (stats courtesy of The Essential Guide to Customer Obsession, Bluewolf, 2013).
Praiseworthy-service is the low-hanging fruit
Providing a good service experience is no longer enough. The most powerful sales tool for any organisation is customers who do our selling for us; ‘raving fans’. This is about creating a memorable experience, where the customer’s expectations are exceeded. It’s about making a connection, personalising the solution, going the extra mile. This creates brand advocates for life.
Employee engagement underpins customer loyalty
Our Heartonomics™ Report identifies the economic value of genuine human connection, and documents the way engaged staff lead to loyal customers, who in turn lead to more profit. Over the past decade, there has been much research to indicating the direct link between the way people feel and the way people behave. Engaged employees are more productive and perform better. It’s not possible to get engaged customers without engaged employees.
Emotional Intelligence is key to high performance
There have been numerous studies showcasing the statistically significant and positive correlation between EI and performance at work. Our research has proven the link specifically within a customer engagement environment. 70% of customer decisions are based on emotional factors. Employees with higher EI deliver better customer experiences and sell more. It makes sense that we recruit for EI and develop it, on our front line and in our leaders.
Customer-centric roles should attract our best and brightest
Our front line employees are brand ambassadors. Their ability to genuinely connect with customers, solve problems and willingness to go above and beyond is the key to creating valuable brand advocates from our customers. As the complexity of customer facing roles develop, the industry needs to offer attractive roles to our best and brightest!
Team leaders are the nexus of a customer engagement culture
While all customer engagement roles are important, the role of a team leader is critical in impacting the engagement of frontline staff. The team leader represents company culture in action and ultimately delivers employee experience. Leaders at all levels need to connect their people to purpose and lead with EI.
Emotional fitness is the new corporate competency
Roles that have a high ‘emotional labour’ component require employees to be ‘emotionally fit’. This means recruiting for EI and investing in developing the resilience, communication and engagement skills in our workforces to ‘show up’ in the right way at work and for our customers. Emotional fitness is the key to enhanced customer experience, organisational performance and employee wellbeing.
Being a customer centric organisation is everyone’s responsibility
All employees in an organisation are part of the customer value chain. They need to approach their work with the customer front of mind; whether it be in HR, IT, Marketing on the Contact Centre, the key question is always ‘how will this impact the customer?’.
Collaboration drives innovation and performance
The best organisations know how to build high performing teams who share ideas, collaborate, respect diversity and challenge the status quo. Collaboration is underpinned by a strong company culture of engagement and emotional intelligence. Customer experience is horizontal. Smart organisations work to overcome vertical silos that get in the way of delivering a seamless customer experience.
Change is inevitable so innovation is a must
We’ve never stood still. From the day we entered the industry, we resolved to take a pioneering and innovative approach, constantly reinventing ourselves and our services to meet the challenges of the customer engagement industry today, and tomorrow.