Creating Great Customer Experience Through Happy Workplaces
Sarah Metcalfe is Head of Customer Service at Sure Petcare and she knows that a happy workplace is essential for enhancing the customer experience. Sarah points to research indicating that by 2020, 90% of customers will be choosing where they do business based on the customer experience. To achieve a net promoter score of around 9 or 10, it takes a human going to great lengths.
“That’s where you have the difference between an OK experience and an amazing one,” says Sarah. It all starts with the people who’re providing the service.
In this full length video from the 2019 Happy Workplaces Conference, Sarah explains how Sure Petcare have created an environment that allows people to bring their whole selves to work.
At Sure Petcare, a Happy Workplace is More About What Leadership Doesn’t Do
Sarah Metcalfe is Head of Customer Service at Sure Petcare and she knows that a happy workplace is essential for enhancing the customer experience. When she asked her team, “what makes you happy at work?” what stood out was that it’s really more about what leadership doesn’t do.
For example, they don’t impose SLAs or metrics. They don’t get mad if staff are late because they’re stuck in traffic. They don’t measure people and don’t ask them how long they’re going to be on the phone for.
In this short video from the 2019 Happy Workplaces Conference, Sarah explains what gives her team the ability to do whatever it takes to make the customer happy.
The Journey to Create a Happy Workplace in Manufacturing
Derek Hill, managing director of Advanced Technology Solutions, came to the 2019 Happy Workplaces conference to talk about his organisation’s journey to create a happy workplace in manufacturing. Derek equates the company’s pithy mantra – “we make factories run better” – to the central philosophy of the book Will It Make the Boat Go Faster? The intention to make factories run better has been at the nucleus of ATS since its inception in 1985.
In this full length video for the 2019 Happy Workplaces conference, Derek explains how ATS employees have their purpose renewed by honouring the mantra to this day.
