Presentation Title: Vinyl in a Digital Age
Speaker: Mr Peter Flade
Company: Gallup
Presentation abstract: Many companies are seduced by the notion of digital channels as a way to bond with their customers – but customers aren’t feeling loved. If your company suddenly needs to take better care of customers in order to grow or survive, there’s no escaping the need to build a deep-seated service culture.

However, for most people, paid work is unsettling and energy-sapping. Our research into UK workplaces reveals a sorry state of affairs: workers who are actively disengaged outnumber their engaged colleagues by a factor of 1.5:1. The good news is that there are companies out there bucking the trend, and we’ve discovered how.

Over a five-year timeframe, we studied 32 exemplary companies (collectively employing 600,000 people) across seven industries. At these companies, the engaged workers outnumber the actively disengaged ones by an overwhelming 9:1 ratio. To understand what drives that tremendous advantage, we looked for contrasts between them and a much larger set of companies we know to be struggling to turn around bland and uninspiring workplaces. We found seven elements in place at the companies with spirited employees which are notably lacking in the others. These elements go a long way to explaining how companies can establish thriving service cultures.

Presentation begins: 07/12/2015 11:00
Presentation duration: 30
Presentation content level: 3 (1 = indepth, 5 = strategic overview)
Audience experience: All experience levels
Audience function: Customer/Senior Manager
Speaker biography: I am a member of Gallup’s executive committee and oversees the European region. I work with client leadership teams to increase productivity and growth by improving levels of employee and customer engagement. I have published articles in this arena and I am regularly asked to facilitate sessions at leadership conferences. Prior to joining Gallup in 1999, I worked in retail management for the Dixons Group. I hold degrees from Kent, LSE and TRIUM.
Related topics: Business & Strategy: Other
Hall: Executive Room 8