Can’t help but listen to this and reflect on how Timpson Group were the highest rated in our latest Customer Satisfaction Index at the Institute of Customer Service - so much of what he says at the outset is true of what we saw in our research into consistent top performers over recent years.
If you care for people, they will care back. And customers will feel the difference. So much of what companies aspire to in terms of customer satisfaction is dependent on their own people. Get the employee experience right. Listen to them, not just your customers. Your people speak both languages - your corporate speak, and the real language of customers. No company will succeed without giving their people a supportive and good place to work where they feel valued. You can’t fake it - you need to actually commit to it. And customers can tell.
(In our recent research, when we asked about the impact of reputation, the top reasons that customers will trust you or take their business elsewhere, depends on how you treat people, not just customers, but your own people too.)
Had a great chat with the customer care leaders at Persimmon Homes today on this topic - and they get it. I hope more companies wake up to this.
Good luck to James Timpson!
Watch Minister James Timpson's first speech in the House of Lords 👇
Mental Heath Guru | Looking for peace? I can help you find it | The Power of Now | Risk-Taker | Light Bender | Scrappy MF | Disney Fanatic | Clintonista | Shoe Dog | Bibliophile | Francophile | Epileptic
3moThe most common injury from fireworks is a burn to the hands, fingers, or legs, which accounted for 32% of severe injuries in the month surrounding July Fourth in 2022. The CPSC recommends the following safety tips to help prevent fireworks-related injuries: •Never allow young children to play with or ignite fireworks •Make sure fireworks are legal in your area •Use fireworks away from people, houses, and flammable material •Never light fireworks in a container or indoors •When using fireworks, light one device at a time and keep a safe distance afterwards Sadly, those five bullet points will be ignored by most Americans.