Team happiness, delivered discusses the importance of nurturing employee happiness and engagement in the hospitality and retail sectors. These industries have traditionally overlooked cultivating a happy workforce, which is intrinsic to delivering outstanding customer service. There is a pressing need in retail to rethink work and relationships given rapid technological change. High employee turnover rates in hospitality (66.3%) and retail (67%) show widespread disengagement. Engaged employees are 2.5x more productive and identify more strongly with organizational values. However, 71% of employees are not engaged. This disengagement crisis will worsen as millennials make up 75% of the workforce by 2025. Investing in employee engagement leads to significant benefits, yet 71% see it

1. Team happiness, delivered

2. The hospitality sector
Deliver service with a smile
Notorious for overlooking importance
of nurturing happiness at its source
Few businesses equate happy,
dedicated workforce as intrinsic to
delivering outstanding customer
service

3. The retail sector
Retail is a relationship-focused
industry
There is a pressing need to
• Rethink the way work is performed
• The way relationships exist
Flexibility and constant
implementation of new strategies is
key to harnessing benefits of rapid
technological change

4. The importance of employee engagement
“The ability to attract and retain talent will either
be a competitive advantage or a fatal flaw”
Gary Short, Talent Management, Kimberly-Clark
Demographic
change

5. Impact of the new National Living Wage

6. UK productivity crisis

7. The UK’s disengagement crisis
Sources: Harvard Business Review ‘The Impact of Employee Engagement on Performance’
http://www.dalecarnegie.com/employee-engagement/engaged-employees-infographic/
Not engagedDisengaged
Engaged
71% of employees are not fully engaged

8. Turnover rates
Sources:
http://www.restaurant.org/News-Research/News/Hospitality-employee-turnover-rose-in-
2014
http://www.haygroup.com/en/
Hospitality
66.3%
Retail
67%

9. The UK’s disengagement crisis
by the year
2025
1980 1995 2010 2025
75% of the workforce will be millennials
Source:
http://www2.deloitte.com/content/dam/Deloitte/global/Documents/About-
Deloitte/gx-dttl-2014-millennial-survey-report.pdf
Millennials surpassed
Generation X to become
largest share of the
workforce
2015

10. Investment in employee engagement pays
off
37%
less
absenteeism &
employee
turnover
186%
more likely to
recommend their
organisation to a
friend
2x
as long in
their jobs
Identify
98%
more strongly
with values of
their
organisation
Sources:
Globoforce – ‘The Science of Happiness’ & ‘The Secret to Double Digit Increases in
Employee Engagement’
Hay Group - ‘New Rules of Engagement’
2.5x
revenue
growth

11. Why is nobody doing anything about it?
71%
of respondents rank
employee
engagement as very
important
24%
say employees in
organisation are
engaged
Source: http://www.achievers.com/system/files/resource/analyst-insights-
HBR_Achievers%20Report_TheImpactofEmployeeEngagementonPerformance.pdf

12. How can
you
engage
your
employees
?
Emotional
wellbeing
Rewards &
Recognition,
Gamification Physical
wellbeing
Wellness
platformsFinancial
wellbeing
Perks &
Benefits
Employee engagement in practice

13. Case study: Snowflake Gelato
The situation
- Struggling to engage with
their staff
- Appreciation shown in a
very ad-hoc way
- Wanted company culture
to reflect the brand that
they had built
How we helped
- Created a culture of a
company that looks after
their team
- The employer/employee
relationship extended
beyond the workplace
- Staff retention improved by
approximately 50%

14. We are leading the change in the hospitality &
retail sectors