Nicola Lathbury’s Post

Nicola Lathbury

Master Connector & Multi Business Owner, "Taking the Pain out of Property" with FM & Commercial Fit Out Solutions. FM Connect - Award Winning Networker- Top 50 Workplace Leader- Past Chair IWFM Women in FM - Speaker

9mo

Following on from the Institute of Workplace and Facilities Management Customer Experience SIG webinar yesterday, we were asked Q - How do you prove that employee experience translates to excellent customer experience? A - I would look at measuring the following if it was me. ⭐️Employee satisfaction surveys against Customer Satisfaction surveys ⭐️Employee retention and length of service ⭐️Friends and family referrals for recruitment ⭐️Number of Compliments/Number of Complaints ⭐️Ask your employees to describe working for you. There are lots of measurements. You can also look at days lost to sickness, what your culture feels like. Are people willing and flexible or rigid and stick to the confines of their job role ? How do you measure yours? Andrea Donaldson-Smith PBICSc AIWFM , Linda Hausmanis , Maud Santamaria , Geoff Grateley , #iwfm #iwd2024 #customerexperience #employeeexperience

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Hi, Faye, it's Nikki Lathbury here, following on from yesterday's I WFM customer experience webinar. And one of the questions that we were asked following the event that we didn't get time to answer was how do you prove that a great customer experience, great employee experience translates into a great customer experience. And so for me, I would say look at some of the businesses that do it really, really well, like you people like your money pennies like Sky that we mentioned First Direct who really do look after their stuff. And actually then look at how that translates into the customer experience. Have you had great service there? What are their retention figures like for recruitment? And do people tend to stay the duration? Have you got long service there? So there's lots of different measurables you can do. You can look at it at retention, length of service, you can look at #6 days and you can look at how many referrals there are, how many people refer their friends to come and work there and that will actually. Translate straight into the bottom line, should be saving on recruitment costs and recruitment fees and so lots of different ways on how you can actually show. You just need to dive into the metrics and actually think about what you want to report on. And because obviously if you're looking at using this to persuade the board to spend money, you're going to need to show them some proof. And my suggestion would be to perhaps contact Joanna and the team at Moneypenny, go and have a look at what they do there because they create such an amazing employee experience that those employees. I don't even think of themselves as employees. They just think themselves as family. And so they're doing really, really great things there and always have been. And so, Yep, if there's anything else that I can help with on this question, please feel free to drop me a line. Take care.

Maud Santamaria

Maud Santamaria

Global Workplace and Corporate Real Estate Director

9mo

Absolutely love this Nicola and loves the webinar! Thank you for great insights

Andrea Donaldson-Smith

Andrea Donaldson-Smith

WeAreTheCity 2024 Award Winner * Eccentric Ops & Strategy FM professional * Leadership & Empowerment Powerhouse * Neurodivergent * BSL Student * Mental Health Champion * Table & Chair Builder *

9mo

And yes, this is the professional version of my own answer 😂 I would say I need to polish up, but I actually enjoy my uncut diamond approach 🤦🏾♀️

Edward Macfarlane FRICS FBIFM FIWFM

Edward Macfarlane FRICS FBIFM FIWFM

Chief Operating Officer GWCT

9mo

🇬🇧😀🙏

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Nicola Lathbury

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