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Internal Customers - Is Anyone Listening?


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What RCT homes are doing to engage staff

Published in: Career, Business, Education
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Internal Customers - Is Anyone Listening?

  1. 1. Internal customers – Is anybody listening? Elin Price, RCT Homes.
  2. 2. Captive audience
  3. 3. Our audience
  4. 4. Why engage? <ul><li>  </li></ul><ul><li>Customer facing </li></ul><ul><li>Staff moral (sickness days; productivity; turnover) </li></ul><ul><li>Staff “buy in” – vision and values </li></ul><ul><li>Feedback and improvements </li></ul><ul><li>Message delivery </li></ul>
  5. 5. Communication vs engagement
  6. 6. 88% of staff have heard of Esteem
  7. 7. 75% of staff would use Esteem
  8. 8. Internal comms analysis <ul><li>For each area of communication, office staff are 48% more likely to be aware of the activity & be engaged than HMU staff. </li></ul><ul><li>Written communication is either not disseminated or not read amongst HMU teams. </li></ul>
  9. 9. Communication methods <ul><li>Intranet </li></ul><ul><li>Email </li></ul><ul><li>Face to face </li></ul><ul><li>Newsletters </li></ul><ul><li>Pod casts </li></ul><ul><li>Team meetings </li></ul><ul><li>Road shows </li></ul><ul><li>Telephone </li></ul><ul><li>Competitions </li></ul><ul><li>Staff conferences </li></ul><ul><li>Texts </li></ul><ul><li>Posters </li></ul><ul><li>Letters </li></ul><ul><li>Publicity material </li></ul>
  10. 10. Creativity in internal communications
  11. 11. Background <ul><li>Performance figures </li></ul><ul><li>Accountability </li></ul><ul><li>Individual pride and motivation </li></ul><ul><li>Tenant satisfaction </li></ul>
  12. 12. Our plan.... <ul><li>Campaign to achieve the following: </li></ul><ul><li>Keep targets / performance front of mind </li></ul><ul><li>Instil pride in work done well </li></ul><ul><li>Reinforce message of accountability and individual responsibility </li></ul><ul><li>Customer experience focus </li></ul>
  13. 13. Audience <ul><li>Mobile </li></ul><ul><li>Limited computer access </li></ul><ul><li>Peer pressure </li></ul><ul><li>Period of change </li></ul><ul><li>Campaign must be inclusive of all 330+ staff </li></ul>
  14. 14. Job Well Done
  15. 15. Campaign messages <ul><li>Targets have a purpose </li></ul><ul><li>Individual impact </li></ul><ul><li>Job well done = job satisfaction </li></ul><ul><li>Focus on tenant satisfaction </li></ul>
  16. 16. Launch
  17. 17. Launch <ul><li>Soft launch – Customer Service Week (5 th - 9 th October) </li></ul><ul><li>Dartboard – Job Well Done bull’s eye. Travel to all sites and offices. Bull’s eye = prize. </li></ul><ul><li>Campaign launched to team leaders & reinforced at team briefs </li></ul>
  18. 18. Methods -
  19. 19. Loyalty card
  20. 20. Targetometer
  21. 21. Practicalities <ul><li>3 specific targets chosen for each team </li></ul><ul><li>Milestone targets for those measured quarterly </li></ul><ul><li>Tie in to compliments procedure </li></ul>
  22. 22. Evaluation <ul><li>Key Performance Indicators </li></ul><ul><li>Customer compliments / complaints </li></ul><ul><li>Staff engagement in campaign </li></ul><ul><li>Productivity </li></ul>
  23. 23. Successes <ul><li>Sickness rates – reduced by 50% in some areas </li></ul><ul><li>Allocations </li></ul><ul><li>Property inspections </li></ul><ul><li>Membership </li></ul>
  24. 24. Work in progress...
  25. 25. Over to you... <ul><li>Challenges/solutions within your organisation. </li></ul><ul><li>In groups outline: </li></ul><ul><li>Two “hard to reach” teams </li></ul><ul><li>One quick win for each </li></ul><ul><li>One long term strategic approach </li></ul>