• 00:31

    Show #108 - NGN's Pioneering Approach to Employee Engagement

    in Business

    Guest: Mark Horsley, Chief Executive Officer, Northern Gas Networks Limited (NGN)


    Against a background of rock bottom employee engagement and customer satisfaction scores, a pioneering new approach to empowering employees has produced a complete turnaround in Northern Gas Networks’ (NGN’s) business, which independent research by the Institute of Customer Services (ICS) shows now has the most engaged employees of any utility business in the UK as well as the highest customer satisfaction.


    This has been driven by a genuinely transformational and inclusive approach that has resulted in all employees being enabled to devise and implement their own solutions to business issues. Employees feel empowered to make a difference, they create their own improvement initiatives and set their own targets and this has helped drive up customer scores to the point where NGN now outperforms some of the UK’s top retail companies.


    NGN’s Chief Executive Officer, Mark Horsley, joins us to talk about how NGN has transformed its customer experience from the inside out.


    Host: Jo Moffatt

  • 00:31

    Show #107 - Engagement Specialist Certification Programme

    in Business

    Karin Volo, Chief Joy Bringer – Co-founder Evoloshen


    There aren’t many of these around! Karin Volo, co-author Engage! is joining us to talk about their new International Cultural Engagement Specialist™ certification programme.


    We’ve invited Karin onto the show to find out more about what is covered in their new engagement specialist certification programme and to talk about the reasons that they have created and launched it.


    As you may already know the Engage for Success movement takes a fairly benign view of commercial models, programmes or activity. In other words we are happy to talk about and share them within the movement but without any intention of ‘sponsorship’. We don’t usually stress this on our show pages, given we interview many gurus / service providers, but we felt that it ought to be made clear for this show that this isn’t our programme although we’re very pleased to have gurus, such as Karin, within our midst who are addressing learning needs in the space.


    Host: Jo Dodds

  • 00:15

    The science of Customer Engagement

    in Business

    Dr. Gary Rhoads, founder of Allegiance and renowned expert in customer feedback, loyalty and engagement, stops by to talk to us about the science of customer engagement.  He also discusses how you can begin implementing engagement techniques today!  Are your customers merely satisfied?  

  • 00:31

    Show #105: Practical and Measurable Employee Engagement

    in Business

    Special Guest: Frazer Rendell


    When it comes to seeking improved employee engagement scores, hope is not a plan. Join us as we talk about how we need to help businesses understand how they can start to think about practical, measurable actions they can take to help ensure that next time their engagement scores will be higher.


    Frazer comes to the world of engagement from a different perspective to many, as he started his career as a chef and then over the last 20 years worked his way through the hospitality, retail and healthcare industry, to senior management roles within both national and international businesses.


    Frazer is now a Consultant, Speaker and Writer, offering a very practical and measurable approach to employee engagement. He is the Director of E-Trinity Consultancy, where his practical tools help service orientated businesses improve their engagement. 


    Frazer is also involved in a number of E4S special interest groups and is the joint lead of the group looking at Performance Management and its impact on employee engagement. 


    Host: Jo Moffatt

  • 00:32

    Show #103: Building a Winning Organisation Through Engagement

    in Business

    Special Guest: Jackie Lanham, Group Organisation Development Director at Rexam


    Rexam produces 62bn cans a year in 55 plants across more than 20 countries with an 8,000 strong workforce. Our job is to make our cans as efficiently, profitably and sustainably as possible so that our customers (some of the most popular world brands) can attract and retain the loyalty of the people who consume their products. This is why, wherever you go in Rexam, you will see a common focus on operational excellence, innovation and safety to meet our customers’ expectations.


    Jackie’s focus is on building a winning organisation through providing engagement, learning and development, talent & succession planning, performance management, diversity and consultancy services.


    Join us we explore what is happening at Rexam to make it a winning organisation.


    Jackie starting working for Rexam in January 2014 and has broad-ranging experience in UK and international organisations across the manufacturing, retail, banking, insurance and IT sectors, most recently at The Co-operative Group where she re-engineered the approach to Talent at the most senior leadership and entry levels for all retail businesses. This work has been recognised through the 2013 HR Society Award for Workforce Planning and Strategy.


    Host: Jo Moffatt

  • 00:31

    Show #101: Employee Engagement - Making It Stick

    in Business

    Special Guest: Adrian Phipps, Head of People & Organisation, Arqiva


    Adrian is Head of People & Organisation at Broadcast & Media company Arqiva. Over the last 8 years, he has helped both Arqiva and the Insurer More Th>n (part of the RSA group) to make major improvements in employee engagement. 


    During his time with them, Arqiva has achieved a 1* rating in the Sunday Times Best Companies competition, and RSA was ranked as one of the Top 25 UK companies to work for. Outside of work, he is a proud (if a little tired!) father of a toddler and an 8 month old baby, and loves being out on the water – whether swimming in it or in a sea kayak.
     
    Join us as we talk about how to make engagement “stick” in an organisation.  We all know the theory and it sounds great in principle – but very few organisations make the big shifts in engagement that we hope for. 


    Having been part of two organisations that really have made this change, Adrian shares some useful beliefs that organisations need to hold if engagement is going to improve and also some of the practical things you can do to improve engagement where you work.


    Host: Jo Moffatt

  • 00:31

    Voice of the Customer

    in Business

    Everyone says how important the voice of the customer is but how many companies are really measuring this.  Listen to Allison and Nancy discuss some new technologys that will really measure the voice of the customer.

  • 00:33

    Show #100: Leading as a Host – Six New ‘Roles of Engagement’

    in Business

    Special Guest: Mark McKergow


    Being a host is an ancient metaphor, but one which has now evolved to become both new and timely in the business world. Now, it is no longer enough for a leader to be heroic, they must also know when to become the host too. But what does being a host actually mean in a business context?  'Host: Six new roles of engagement for teams, organisations, communities and movements' author Dr Mark McKergow has investigated how hosts – and leaders –create engagement by stepping forward and back and being responsive to the needs and wishes of their ‘guests’. 
     
    Mark will be talking about how ‘roles’ – as opposed to ‘rules’- of engagement provide a useable and flexible framework for transforming leadership at all levels and settings.  The host metaphor is one we all know at some level, yet can enhance and build to an exquisite level of refinement with reflection and practice. 


    You can read more on our blog here.


    Dr Mark McKergow is the co-author of Host: Six new rules roles of engagement fort teams, organisations, communities and movements (Solutions Books, 2014).  He is a speaker, consultant and facilitator who finds new ways to work in tough and ever-changing environments.  He is co-author of three others books including the best-selling The Solutions Focus (Nicholas Brealey Publishing, 2007) which has appeared in 11 languages. 


    Host: Jo Dodds

  • 00:39

    The Art of Customer Engagement

    in Business

    My guest will be Renee Azoulay. Renée, the Senior Vice President for Strategic Planning and Promotions at Ventura Associates International,  is renowned as a marketing and promotional consultant to leading companies based on her talent, high energy "make it happen" professionalism coupled with her strategic marketing focus and passion for what she does. Her ability to generate substantial new business for her agency and surpass client objectives while providing on-going added value is what makes her such a success. She is a proven leader and self starter with a multi-disciplinary skill set across a broad range of categories. One of her fortés is in relationship building, where her keen sense of practicality and diplomat’s approach enable her to navigate complex interactions. In addition, Renee uses her research background, disciplined bottom-line orientation, creativity, and smarts to develop and manage fully integrated promotion initiatives for many Ventura clients she brought to the agency, including the NBA, MTV Networks, Nickelodeon, Spalding, SAP, A.O. Smith, TD Ameritrade, among others. Renee comes to Ventura with a ten year marketing and research background. At Bristol-Myers Squibb, she was part of multiple marketing teams for leading OTC brands including Excedrin, Bufferin, Nuprin and Comtrex. Prior to that, Renee worked at BBDO for three years on the DuPont and Scott Paper accounts and new business for BBDO (direct marketing). Renee holds a B.S. from Cornell University.  She is a professional motivational speaker and has presented for organizations that include The NY Emmys, American Women in Radio & Television, Columbia University, the Professional Insurance Marketing Association, The Brand Activation Association (BAA, formerly the PMA), the eMarketing Association, the NY Builders Show, among others.

  • 00:31

    Show #99 - Making Strategy Social (Social Engagement Sub Group Stream)

    in Business

    Special Guests: Steve O'Neill, John Smythe and Charelle Wigley, members of the Social Engagement Subgroup


    'Making strategy social' – is a work stream within the ’Social’ sub group of Engage for Success. It wants to make explicit the best ways and means to blend social media and face to face dialogue to devise and execute better strategy. Crowdsourcing the experience, insight and knowledge of employees as well as leaders adds value to strategy design and delivery - in what might otherwise default to a traditional 'top down' process.


    The small steering group behind this work stream wants to create a product that will help capture what organisational leaders - 'the C suite’ - needs to think about in making strategy development and implementation more ‘social’ in orientation - both in mindset as well as use of technology.


    Join us as we discuss what this work stream is focusing on and find out how you can get involved.


    Host: Jo Moffatt

  • 00:33

    Show #102 6 Levels of Engagement, Time to Get Your People Fully PRESENT?

    in Business

    Mark Hodgson, Principal at Mark Hodgson and Global Partner with Thought Leaders


    Join us as we talk about how to really engage each of your employees to drive value in your business. Mark shares his ‘6 Levels of Engagement’ model to help you to encourage your individual team members to be fully present.


    Mark Hodgson comes from a highly successful corporate leadership background and has worked in Australasia, the UK, Central Europe and Russia. He currently splits his time between Sydney and London.


    Mark draws on a powerful track record of hands-on experience backed up by a depth of learning across multiple disciplines. Much more than a lecture room theorist, he has inspired large teams across a range of commercial and third sector businesses.


    Most recently, Mark led a major business transformation within the employment services division of a large Australian provider, creating a vision, a culture and an energy that turned a $1m loss into a $4m profit. He is an expert in leading change and holds an MBA level qualification from the Australian Graduate School of Management. He is also a global partner in Thought Leaders, a world authority on helping organizations to thrive by positioning themselves as leading influencers in their market.


    Mark splits his time between London and Sydney. A gifted communicator, he engages his audience in delivering practical messages with a potent cocktail of insight, energy and wit.


    Sign up for Mark's newsletters from his blog here.


    Mark's Thought Leaders UK website


    Host: Jo Dodds

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