Engagement is an indicator of the strength of our relationships. We engage people when we meet both their rational and their emotional needs.
Our values and behaviours as individuals and as a business are critical drivers of engagement, both with our people and with our customers.
In 2008, we measured our people and customer engagement at the same time. This process helped us to understand if our people and our customers were engaged by the same things, and what we could do to grow engagement both internally and externally.
The overwhelmingly positive results showed that our people are more engaged than those in other companies in local and global comparison groups, and our customers rate us number one for overall satisfaction.
We have believed for some time that there is a direct relationship between a constructive culture and marketplace success. The more engaged our people are, the more engaged our customers are – and our more engaged customers do more business with us. Our insights are now richer, as we have measured customer engagement down to sales leader level and introduced new people engagement categories e.g. reputation, wellbeing, innovation and advocacy.
We have also gained valuable information about how we can continue to sustain our high levels of engagement for the long-term with both our people and our customers.