Fit for the Future?
Fit for the Future - putting your customers or employees first?
27 April 2009
Performance improvement company, Grass Roots, recently hosted the first of a series of forums to provide business professionals with the opportunity to contribute their own insights and learn from peers who are facing similar issues. The event attended by specialists in customer service, retail intelligence, marketing and learning was held at the Dorchester hotel in London. Entitled Fit for the Future - Doing Best What Matters Most - the discussion enabled delegates from a cross-section of industries to share experiences and best practice. They also explored ways to help their companies during the current challenging climate and to prepare for the inevitable upturn in the future.
The session started with a keynote address by Paul Cooper, Director of the Institute of Customer Service, who shared a selection of recent customer research findings and the importance of great customer service. Grass Roots then facilitated discussions and small break-out groups to enable participants to share common customer management challenges and understand how these are being tackled by companies.
Insights taken away by delegates to help them back in their workplace included a renewed focus on employee engagement, the need for management to get their teams experiencing customer insight on a daily basis, the integration of some of this experience into key service projects and improved team motivation.
Wendy Murphy, Retail T&A Adviser, House of Fraser commented: “It was very stimulating to hear about other real business experiences and what companies are doing to tackle changes to customer expectations on service.”
Ian Luxford, Learning Services Director, Grass Roots said: “It was an interesting forum with lots of good debate. The cross-section of industries represented allowed for some helpful comparisons. Everyone was prepared to participate with their own experiences and learn from others.”
Feedback after the half day event was very positive with all delegates stating that the event had met their expectations.