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M&S are one of the best-known, and best-loved brands in the UK. In a recent YouGov poll, they came third in an index of highly-rated brands in the UK.

M&S have for the last 5 years adopted a firm stance on environment concerns – their “Plan A” (there is no Plan B) is firmly integrated into their entire business, with their aim being to become the world’s most sustainable major retailer.

This presentation will show how engaging and motivating staff has been key in enabling M&S to make significant progress against their Plan A targets and it ultimately how it has proved to be the most successful change programme run by M&S.

Employee Engagement with a twist ! Come on a whirlwind tour of the journey that Will and his team at NixonMcInnes have been on, including some of the unusual and provocative management practices employed at NixonMcInnes including 'Church of Fail', measuring happiness daily with tennis balls and buckets and their crowdsourced stereo.

During the talk, Will will not only outline the company's journey, including highs and lows, but also will drill into some of the specific practices which he believes will become common place in every workplace in the 21st century including:

- Church of Fail, celebrating failure together
- Happy buckets, measuring team happiness daily
- Open book accounting, everyone knows everything about the finances
- Crowdsourced stereo - democratising the music at work !

In August 2011, SAS Airlines introduced "Smile" workshops for all frontline employees. The workshops did not teach employees how to smile; they were instead the first output from the airline's new Customer Experience team. 

A way of engaging employees to increase the standards of their service delivery, "Smile" is - according to customer feedback - working, so attend this presentation to find out what it contained, how results were measured and what's next for CE within SAS.

John Leathern was instrumental in Ford Retail's cultural change programme, "Moments of Truth", which in 2010 won three awards for its work in transforming this major plc's customer service strategies. Jo has worked with John for the past four years on this project.

Their practical case study demonstrates how even in the challenging environment of retail car sales, it is possible to create an internal culture that is customer-centric, and how Employee Engagement was key to the success of this initiative.

Chris Daniels, Head of London 2012 Activation for Lloyds Banking Group, discusses how the 2012 Olympics have been used as a springboard for Employee Engagement. Their "Personal Bests" programme is using the parallels between business and sport to encourage employees to achieve targets and "score" goals, as well as taking part in community volunteering and training as Sports Leaders.

They are also collating data to see how the outperformance (i.e. absenteeism) of participants differs between non-participating members of staff.

His talk gives an insight onto how major events or company sponsorship tie-ins can be used to increase Employee Engagement.

This session will introduce ECEW delegates to a new performance construct for driving workplace and marketplace performance: Inspiration. Based on research by Performance Inspired, Inc. Inspiration can have both affective and effective applications in the workplace. In fact, the research also concluded that workplace inspiration is a leading indicator for productivity, engagement, and customer service and can be measured.

In addition, insights will we revealed on what drives customer inspiration through Performance Inspired’s 2011 Most Inspiring Companies™ research and what drives employee inspiration through its Inspiration Index BETA study results. Any individual within an organisation can tap into the drivers of Inspiration - and not only see their influence increase, but they in turn can elevate innovation, engagement, and advocacy for the organisation.

Don’t miss this remarkable turnaround story! LV was losing 10,000 customers per year; the brand was not recognizable and was seen as a “sleepy place.” In less than 4 years, the company transformed itself from the 12th largest to the 4th largest car insurer, skyrocketed from 1 to 17 offices, and in the process earned itself some impressive business awards. This session will address the company’s “virtuous circle” that turned things upside down by putting people first, achieving operational excellence and driving cost savings back to customers.

LV's plan included:

• Developing and instilling a set of key corporate values including: treating people like family, knowing your stuff and re-branding with a “sharp with a hart” logo
• Employing lean and continuous improvement principles
• Realizing cost savings and then passing some savings back to customers for enhanced loyalty, retention and satisfaction

Come and hear Peter's story and see what lessons your organisation could learn from it.

Mick's story is about transformation: transforming Customer Experience whilst working with industrial relations challenges and under a regulatory framework. With the right business case, Mick was able to move the customer closer to the centre of the agenda.

Mick is able to illustrate through direct experience the commercial benefits available from improved customer service; and shows how you can have both improved CE and an improved bottom line.

Robyn will show you how we effectively changed Norton support from negative impact on our NPS score to a positive one– not just reacting to single incidents, but by systematically using the Voice of the Customer to drive change. This led to improved quality, customer satisfaction and finally, our improved NPS score. Support is now is a leading positive factor in driving up our NPS score.

She’ll walk you through 6 enhancements to the support experience that were designed by focusing on SIMPLICITY for the customers and systematic PROCESS improvements for Norton.

"Smart Home" is British Gas's home automation products, aimed at saving energy and increasing Customer Experience. With the ability to turn home devices on and off from a mobile phone, this technology is set to be installed in many UK homes during 2012.

Gayle's presentation will cover the journey to design and deliver ground breaking innovations that make the Smart Home Vision a reality today. She'll set out how a range of hub-based products were conceived and now deliver a series of home automation innovations at mass market prices. Gayle will share the trials and tibulations of being a corporate entrepreneur and what it takes to set up a completely new operating model whilst leveraging the corporate empire. Attendees will gain practical hints and tips about how to go about designing new products and experiences, get the business case through and get it delivered.

As the National Standards Body of the UK, with a globally recognised reputation for independence, integrity and innovation in the production of standards that promote best practice, BSI is committed to a programme of continuous assessment and business process improvement. Its determination to refine and enhance its own service delivery and operational efficiency led to its decision to invest in a customer feedback programme that would drive customer engagement in this process.

By providing its stakeholders with a voice, the organisation hopes to identify key ‘moments of truth’ for each BSI customer, gather timely and relevant feedback at the point of interaction and to use this actionable insight to drive excellence throughout the organisation.

• There are many e-commerce sites; but only few successful ones
• Users are lazy, they love learning from others’ experiences, shared in social communities
• Can you control social message - or should you start the dialog earlier?
• Understanding the importance of users’ needs and their opinions is a key factor to conversion
• Tips and tricks for user surveying, question types and segments

Users that visit your e-commerce site can be your loyal customers, but they can also be your worst enemies.  It is all about their experience at different steps of item selection and order placement.  Opiniac.com is a platform that allows one to measure, analyse and manage customer experience, before it gets social. Zbigniew will share his insights into the user experience on the basis of 5 years of researching Polish major e-commerce sites in both the internal and social level.

You will learn how Customer Experience Management shapes your reputation management in social media.  What to do to get most out of your customers; having loyal customers to spread the positive word -  and listening to feedback from the ones with negative experiences.

TomTom is quite new to the community game, having launched the first official TomTom community on 1st March 2011. The forums were buzzing with activity within hours of launch, and participation continued to grow in the weeks and months that followed. Community deflection objectives were swiftly met as TomTom identified and nurtured a loyal group of ‘superusers’ who soon became the true leaders of the community. These passionate brand advocates form the backbone of the community, and illustrate the power of customer advocacy.

Outline

· Why TomTom decided to build a community

· Preparations for launch

· Early success of the community

· Emergence of superusers

· The power of customer advocacy

Dave Carroll will lead this Social Media session. Content to be confirmed.

One of the UK’s best loved brands, innocent are proof that with creative thinking, original marketing and fruit by the bucket load you can build a brand from nothing.

Joe McEwan, innocent’s communities manager, will bring to life the many ways that innocent places consumers at the heart of their business strategy. At a time when people are craving meaningful connections and companies must do more with less, Joe will reveal how innocent engages with consumers across social media and traditional communication channels to drive brand loyalty.  

He will demonstrate that a willingness to communicate openly and naturally with consumers at every touch point is key to creating loyal legion of brand followers.  Discover how your organisation could benefit from always investing in the little things, and always listening to the people that buy your stuff.

• Cultivate social media activities to boost engagement and loyalty
• Use social media to create meaningful connections with your customers
• Explore why building and nurturing communities is great for business

The importance of social media is old news – ask any business executive or middle-eastern despot – but firms still find themselves counting Facebook fans rather than measuring business results, and social media initiatives often do a poor job of consistently representing the brand and meeting customer expectations.

Jonathan's session examines: