Achieving Customer Advocacy through Employee Engagement

Date: 29 June 2011

Venue: Ambassadors Bloomsbury Hotel

Delegate Profile: Heads of Customer Service, HR, Training, Customer Experience and Brand.

Cost: £499 plus VAT

Full PDF Brochure

About Partners

	The Power of Living Brand Champions in Bridging Lasting Customer Relationships
	Transforming your Frontline Teams into Living Brand Champions

• The importance of employee engagement as a driver to the organisation
• Improving the overall performance of the business with an engaged team
• Having engaged employees is not enough if not engaged with the right things
• What type of engagement can cause a negative effect in the business

Angela Baron Adviser, Development and Engagement Chartered Institute of Personnel and Development

Case Study: Bourne Leisure
Recruitment and Induction that Gets the Right People off to the Best Start

• Aligning your HR/people strategies with business objective and customer perceptions
• Putting in place a ‘value people to brand match’ recruitment strategy
• Ensure that brand vision play an active role in your induction programme
• Excite and Invite employees to be part of the culture from day one
• Building human capital and engagement at all levels of the organisation

The group has been awarded fourth position on The Sunday Times Best Companies to Work For, and has been in its top 10 for the third consecutive year

Jeremy Richardson Operations Director Bourne Leisure Limited

• What is a winning formula for developing an employee advocate culture
• Transforming the way frontline people engage with the business and the customer
• Putting in place an internal communication structure that supports the people culture
• When will you know that you have got it right?
• Maintain the momentum of your culture transformation

Jo Moran Head of Customer Service, Retail Comms & Activity and Store Staffing Marks and Spencer

• Moving from managers to inspiriting brand coaches and leaders
• Setting in place a clear and defined employee engagement strategy
• Define the brand roadmap and how managers can bring it to life through their people
• Give the management team the autonomy and training to lead
• Managing engagement up and down the organisation through your leadership team

Clive Hutchinson Managing Director Cougar Automation

• Creating deep rapport with employees through effective use of new media streams
• Building a tight community that enables employees to engage better with the brand
• Using the medium to engage people to what is happening within the organisation
• Listening and acting upon what employees have to say about the organisation and their workplace
• The benefits of employees spreading the word of advocacy through social media

Jeremy Waite Head of Social Media Phones 4U