Why Customer Experience is so Important

Providing consumers with positive customer experience is crucial to business success. It’s good for your brand and your bottom line. However, customer satisfaction levels have taken a battering in recent years and, against the unprecedented backdrop of COVID-19, some businesses have fared better than others.

SERVICEBRAND GLOBAL believes that although we’re living in extraordinarily volatile times, a company that places customer experience at the heart of what it does, while aligning brand identity, and employee engagement, will benefit from a healthier bottom line and reputation. 

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Improving Employee Engagement to Drive Business Performance

At SERVICEBRAND GLOBAL, we believe that an engaged workforce is essential if you want your organisation to thrive and be successful.

A Gallup study found that engaged employees are more productive, treat customers better, and are more likely to attract new ones. Plus, there’s a higher chance they’ll stay with your organisation than look elsewhere for employment. The study also found that companies with an engaged workforce had a 20% increase in productivity and a 21% increase in profitability. Put simply, if your employees understand how they and their jobs positively contribute to your company’s success, it means they are engaged.

So how can your company take proactive steps to improve employee engagement? We’re going to take a look at a few steps you can take to promote employee engagement to drive business performance.

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How to Inspire Values Driven Leadership

At SERVICEBRAND GLOBAL, we help progressive leaders bring to life their organisation’s core values in the workplace. For a business to succeed, it’s essential for all employees to be invested, engaged and understand the company’s ethos or core values. The more embedded the values are, the more empowered and confident employees feel and this increases levels of commitment.

“When your values are clear to you, making decisions becomes easier.” Roy E. Disney

Core values are not just a set of ‘nice to have’ words. Instead, they are your company’s deeply ingrained principles that drive everything it does internally and externally. Unless this is the case, they are not really your values. We say that “Values are for living not laminating” and when this happens, with everybody working towards the same goals, we know that remarkable results can be achieved.

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Values Are For Living, Not Laminating

The Grenfell inquiry has recently heard witnesses from Rydon, the contractor which took on the design and build responsibility for the Grenfell Tower project from April 2014 onwards.  A number of news stories were covered:

  • Rydon sought to keep more than £100,000 of the savings made by switching to the deadly aluminium composite material cladding on Grenfell Tower by hiding the true costs from its client.
  • The Rydon contract manager was described as using ‘Essex boy patter’ to push the cheaper cladding option for Grenfell.
  • There were some issues between Rydon employees and  ‘vocal and aggressive’ Grenfell residents who complained about fire safety
  • Rydon’s project manager was unable to explain the presence of “shockingly poor workmanship” on cavity barriers in the cladding system installed on the building.
  • It is interesting to note that Rydon Group website states the following:
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Understanding the Strategic Implementation Process

Strategic implementation refers to the process of executing plans and strategies. These processes aim to achieve long-term goals within an organization.

Strategic implementation, in other words, is a technique through which a firm develops. It utilizes and integrates new processes into the structure of an organization. This ensures that the culture, resources, people, and systems all follow the strategies put in place. Strategic implementation can be a driving force for your brand in a competitive market.

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