4 Key Policies to Tip the Odds in Favour of the Customer

4 Key Policies to Tip the Odds in Favour of the Customer

John Lewis Retail Director Andrew Murphy examines how policy can be used to create a culture of customer service excellence. Ensuring policy both supports company values and empowers staff to treat customers fairly is crucial to embedding the retailer’s famous culture of customer-centricity.

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Making Your Company Culture Mirror Your Customer

Making Your Company Culture Mirror Your Customer

John Lewis went back to basics to find out about their customers – they asked them directly what their values and core principles were. They discovered a customer base that values integrity and fairness, competence, consideration and politeness, and rationality. In turn John Lewis sought to mirror these values within the organisation and across the front-line customer service offering.

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PRIDE - The Foundation of Nationwide's Service Culture

PRIDE - The Foundation of Nationwide's Service Culture

Nationwide apply the principles of ‘PRIDE’ throughout the entire organization. Ann Brown, HR Divisional Director tells about how the PRIDE principles underpin recruitment, retention, and the importance of embedding – rather than imposing – cultural change.

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PRIDE - The Foundation of Nationwide's Service Culture

PRIDE - The Foundation of Nationwide's Service Culture

Nationwide apply the principles of ‘PRIDE’ throughout the entire organization. Ann Brown, HR Divisional Director tells about how the PRIDE principles underpin recruitment, retention, and the importance of embedding – rather than imposing – cultural change.

Video
Reconciling Staff Satisfaction With a Demanding Customer Base

Reconciling Staff Satisfaction With a Demanding Customer Base

In our fast-changing, always-on world, customer expectations have evolved hugely, particularly in relation to convenience and access to services. This has presented businesses with difficulty as they seek to reconcile customer expectations and legacy contracts more suited to the needs of staff. Ann Brown, HR Divisional Director at Nationwide tells us about how they have negotiated this tricky terrain, ensuring flexibility for staff and customers alike.

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Reconciling Staff Satisfaction With a Demanding Customer Base

Reconciling Staff Satisfaction With a Demanding Customer Base

In our fast-changing, always-on world, customer expectations have evolved hugely, particularly in relation to convenience and access to services. This has presented businesses with difficulty as they seek to reconcile customer expectations and legacy contracts more suited to the needs of staff. Ann Brown, HR Divisional Director at Nationwide tells us about how they have negotiated this tricky terrain, ensuring flexibility for staff and customers alike.

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Establishing Role Clarity: a John Lewis Obsession

Establishing Role Clarity: a John Lewis Obsession

John Lewis is “obsessive” about generating role clarity. Retail Director Andrew Murphy outlines how simplifying roles and responsibilities results in effective workers and staff who are clear about what they have to do. Too much complexity can lead to confusion and inconsistency from staff.

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Establishing Role Clarity: a John Lewis Obsession

Establishing Role Clarity: a John Lewis Obsession

John Lewis is “obsessive” about generating role clarity. Retail Director Andrew Murphy outlines how simplifying roles and responsibilities results in effective workers and staff who are clear about what they have to do. Too much complexity can lead to confusion and inconsistency from staff.

Video

"High ambition and low ego": Are You Recruiting the Right People?

When recruiting staff, John Lewis look for a rare combination of “high ambition and low ego”. John Lewis Retail Director Andrew Murphy recently told us he believes that effective recruitment is the foundation of good customer experiences – if your staff can’t deliver them, you’re recruiting the wrong people. Watch the video for more.

Video

"High ambition and low ego": Are You Recruiting the Right People?

When recruiting staff, John Lewis look for a rare combination of “high ambition and low ego”. John Lewis Retail Director Andrew Murphy recently told us he believes that effective recruitment is the foundation of good customer experiences – if your staff can’t deliver them, you’re recruiting the wrong people. Watch the video for more.

Video
Why John Lewis Put Staff Before Customers

Why John Lewis Put Staff Before Customers

John Lewis are repeatedly cited as the pinnacle of customer experience excellence. At our recent 20:20 Customer Experience Summit, their Retail Director John Murphy told us that rather counterintuitively, they achieve this feat by putting staff first, secure in the knowledge that great customer experiences will follow. By creating an empowered, appreciated, and appreciative workforce, John Lewis have confidence that their staff will deliver outstanding customer experiences every time.

Presentation
Why John Lewis Put Staff Before Customers

Why John Lewis Put Staff Before Customers

John Lewis are repeatedly cited as the pinnacle of customer experience excellence. At our recent 20:20 Customer Experience Summit, their Retail Director John Murphy told us that rather counterintuitively, they achieve this feat by putting staff first, secure in the knowledge that great customer experiences will follow. By creating an empowered, appreciated, and appreciative workforce, John Lewis have confidence that their staff will deliver outstanding customer experiences every time.

Presentation
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