Summary Presentation for LinkedIn

1. Tim Hadfield Improving business performance through employee and customer experiences

2. The following slides are a summary of: Who I am My definition of Customer and Employee Experiences – to clarify what they are My view of the link between Customer and Employee Experiences A model for linking them together A typical process for change and the approach to engage people in it My experience, credentials and areas of specialism Next Steps and contact details Context

3. Hi – my name is Tim Hadfield. I help organisations to be more successful. I help them to increase profit by creating happier, and more loyal, customers as a result of really, truly and deeply engaging people with the objectives of the business in which they work. Introduction

4. Definitions – what are customer & employee experiences? Customer Experience:The thoughts, feelings and emotions a customer has during the process they go through when using a third party to help them accomplish goals and satisfy needs that are important to them. Employee Experience:The thoughts, feelings and emotions an employee has in response to how their organisational and external environments impact their ability to accomplish goals and satisfy needs that are important to them.

5. The Customer Experience ‘Gap’ Are You Delivering aSuperior Experience? 80% “YES” Are You ReceivingaSuperior Experience? 8% “YES” Company Perspective Customer Perspective Source: “Closing the Delivery Gap,” Bain & Company, 2005

8. Values and beliefs

9. Memories

10. Needs

11. Motivations

12. Strengths

13. Aspirations

16. Mental state

18. Aligned with environment

20. Enabling technology

22. Economic

25. Values and beliefs

26. Memories

27. Needs

28. Motivations

29. Strengths

30. Aspirations

33. Mental state

35. Aligned with environment

37. Enabling technology

39. Economic

40. World eventsHow must Individual and collective behaviours change? What Employee character traits are required? How does the environment reinforce existing behaviours

41. Stage OneDefine a compelling purpose Stage TwoActivating seniormanagement Stage SixMonitoring and measuring progress Stage ThreeUnderstanding the personal journey Stage FiveImplementing thechange Stage FourUnderstanding theorganisational journey A typical process for culture change in organisations

42. High Engagement Commitment Involvement Degree of change Understanding Awareness Low Degree of participation Low High Engaging People in the Change

43. Experience & Credentials Head of Organisational Culture & Employee Engagement at Britannia and Cooperative Financial Services with a track record of success: Britannia achieved market leading levels of employee satisfaction, motivation and engagement and was rated the 2nd best Big Company to work for in the 2008 Sunday Times Best Companies Awards Instrumental in developing the approach to culture change following the merger between Britannia and CFS “Possesses an extraordinary ability to put himself in others’ shoes and see things from their perspective” Previously headed up the delivery stream of the Customer Experience programme for Britannia Building Society Truly customer obsessed and intolerant of products, processes or people behaviours which negatively impact customers Reflective and insightful, with the ability to create long term and sustainable change and business benefit A commercial, business focused practitioner (rather than academic) “I would strongly recommend speaking to Tim if you want to reduce absence, attrition and employee disinterest and replace it with people who are truly motivated to go the extra mile and are advocates for your business.” And Tim is: Consistently positive, optimistic and happy – someone people enjoy working with Confident, assured and charismatic Creative and innovative – an expert in his field Determined, delivery focused and sometimes perhaps even bloody minded!

44. Specialisms Employee Experience – mapping current and designing desired Employee Satisfaction, Motivation, Participation and Engagement Surveys and measurement, analysis and insight Strategy, design and delivery of development programmes External recognition e.g. Best Companies, IiP Organisational culture and culture change Internal Communications Customer Experience Analysis and insight Design and delivery of change programmes

45. A few of the things people have said about Tim “Tim is an experienced and highly capable consultant in the relatively new field of employee engagement. Having previously worked in customer engagement Tim understands how the two areas work holistically to maximise business returns. Tim is experienced in designing engagement programmes and surveys for employees at all levels within organisations. However, it's Tim's ability to get underneath the survey analysis, generating deep insight into an organisation's psyche, that is second to none and results in creating plans that have maximum impact and return.” "You are a role model of all the things I consider vital in creating a 'people centrered' culture. You are a parcel of positivity and a rock of professionalism. You constantly inspire me.""You are wise, erudite and my first point of call for counsel and advice - a world champion guru.""I think it's incredibly rare to work with someone so perceptive, insightful, inspiring and authentic, and you encapsulate all of those qualities and more! The warmth and humanity you display, and your belief in the potential of others, is something I've experienced on many occasions and I've really cherished working with you."

46. As you have been reading this slide pack you may have found yourself wondering how I might be able to help you. For an informal, introductory chat about your organisation and so that you can be satisfied in your own mind that I can help you, please contact me on: Mobile 07906 650019 or timhadfield@btinternet.com Next Steps