HOW DO WE CREATE A STRONG CUSTOMER CENTRIC CULTURE WITHIN OUR TEAMS

This morning we held a highly engaging Customer Experience network event focused on creating a customer-centric culture. The online session was a fantastic opportunity for members to share insights, best practices, and strategies on 2 key topics:

1. Managing & Developing Our People to Enable Career Growth:

The session explored various approaches to managing and developing our teams to support their career growth. Emphasis was placed on providing continuous learning opportunities, mentorship programs, and clear career progression paths. Participants shared successful initiatives from their organisations, highlighting the importance of investing in employee development to drive service excellence.

1. Reward & Recognition: Leveraging to Grow Talent and Improve Staff Retention:

The discussion centred around how effective reward and recognition programs can be leveraged to attract and retain top talent. Examples included implementing performance-based incentives, recognising achievements through awards and public acknowledgements, and creating a culture of appreciation. The consensus was that recognising and rewarding employees not only boosts morale but also enhances loyalty and reduces turnover.

The interactive breakout sessions provided members with the opportunity to actively share their experiences and best practices. Key takeaways included:

• Creating a Supportive Environment: Encouraging open communication and providing support for employees' personal and professional growth.
• Tailored Development Plans: Customising development plans to meet individual needs and aspirations, ensuring that employees feel valued and motivated.
• Recognition Programs: Implementing diverse recognition programs that cater to different preferences, such as monetary rewards, additional time off, or public recognition.
• Continuous Feedback: Establishing a culture of continuous feedback to help employees understand their strengths and areas for improvement.

Huge thank you to everyone that took the time to join us and to Clare Edginton and Loren Grant for sharing a really insightful introduction and journey so far at Telent Technology Services.

It was a really engaging couple of hours today, with some really interesting conversations shared across the group, highlighting approaches in our different organisations. A real positive was that we all clearly value the need for the right culture and understand the impact to our customers. 

Feedback:

Amey: Participants from Amey appreciated the opportunity to gain contacts and links into GSS, finding the session thoroughly enjoyable and useful

Cadent Gas Limited: Representatives shared their journey on cultivating psychological safety within their teams, emphasising its importance in creating a supportive and inclusive work environment

Shared Services Forum UK: Feedback highlighted the value of networking, knowledge sharing, and learning across the membership community. The session was praised for enabling the exchange of experiences related to innovation, challenges, and successes

Overall, the session was a great success, with valuable contributions from all attendees. The insights and strategies shared will undoubtedly help us continue to build a strong customer-centric culture within our organisations.

The next event will be taking place on July 15th at member organisation Cadent Gas in Coventry and will be feature Esker. Look forward to sharing more details in the coming weeks.