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Driving commercial value with lessons from the consumer world

    Keeping shop doors open in an Online-world: How customer experience is shaping consumer reality
24th November 2017

Driving commercial value with lessons from the consumer world

A business’ most important asset is its people. From top strategic decision makers to support teams, successful organisations rely on attracting and retaining the best talent.

Bringing these people into a business takes investment and time to ensure that individuals are the right cultural fit. At the same time however, we need to ask ourselves whether our workplaces are providing the right environment to attract people into the business and to keep them there.

Learning from the consumer world

As we strive to create working environments where employees are comfortable, supported and productive, there is a lot that we can learn from industries which rely on these attributes to build brand loyalty and keep customers coming back again and again. So, what can we learn from the consumer-facing world to help us better support employee needs in the workplace?

In partnership with Advanced Workplace Associates, we’ve been researching workplace experiences: the physical and emotional aspects that create productive work spaces. In our most recent report, the fourth within the series, we turn our attention to the consumer world to understand what can be brought into the workplace to engender loyalty, but ultimately what supports a productive workplace.

Eight lessons

We’ve identified these eight lessons:

  • Know your current population and your target employee audience
  • Personalise – ‘It’s all about me’
  • Be clear about what you want your workplace experience to achieve
  • Make the experience ‘frictionless’
  • Recruit and keep ‘people people’ in key service touch points
  • Adopt a ‘one team, one experience’ approach
  • Develop consumer orientated analytics
  • Continuously innovate

Jeff Flanagan, managing director – commercial, sits down with Business Voice to discuss this challenge for businesses: how to shape workplaces that attract the best talent, and also deliver higher productivity. Read the full article here.

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