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Staff Engagement

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Motormile Finance UK Limited (MMF), a market leader in Debt Purchase and recoveries, have been awarded a Silver rating for ‘outstanding’ customer service – from Investor in Customers (IIC).  IIC, a customer experience consultancy, surveys customers, staff and seni...
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We've analysed hundreds of thousands of questionnaires, completed by staff and customers across a broad range of industries, from finance to waste management. And, time and time again, it's the same four questions are flagged as areas of concern: Does your business really...
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The simple answer is 'yes', of course. But why is that? Customer loyalty starts with committed and motivated employees, so it's important to keep them satisfied. Our assessments regularly raise this as an issue though, with employees scoring nearly one point (out of 10) ...
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Having happy employees is vital for any business. So it's important to regularly check-in and get feedback, no matter how big or small your company may be. Recently, we've been made aware of a large UK company that does just this…but via paper surveys, which need to be c...
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Back to the floor

January 26, 2017
As a Manager myself, I would never expect my staff to do anything I would not do myself. Sometimes Managers, Directors, CEO's etc. sit in their ivory towers and wait for information about what's going on in the coal face to filter through. What's wrong with 'going back ...
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It is said that 81% of companies motivate employees to treat customers fairly. Whilst that may be true, to what aim? Just because they are said to be motivated does not translate into performing to top standards. Or even that those 'top' standards are necessarily customer ...
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It amazes me that a company as huge as Vodafone have managed to get themselves in such a pickle! The billing glitch was one thing, but to have your staff – your customer facing staff – with no clue on the basics of customer service completely baffles me. How is it po...
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Click here to view an up to date blog on employee engagementRichard Branson could have added "…and your customers will look after your business". It really is that simple but as Peter Drucker pointed out "Most of what we call management consists of making it difficul...
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Employees don't believe that their efforts are being sufficiently recognised by management. That's the result we've drawn from our extensive experience, anyway. Our last 100 assessments of companies in a mixture of industries, have shown that less than seven out of 10 e...
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Many businesses experience fast and messy growth, meaning that the customer centric ethos can get lost amongst all the activity. Every member of your team needs to understand how, and why, they should offer excellent service to customers. Here are our Top Tips for produ...
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