Customer service feedback

“It’s not the employer who pays the wages. Employers only handle the money. Customers pay the wages” – Henry Ford

That’s right! August’s topic is all about the customer.   Wendy McInnes, Research Director ER Australia, shares her expertise… Is your organisation customer centric? Are your employees on the same ...

Mill 1

Different generations – 6 tactics to attract, engage and retain millenials

Millennials are very desirable employees and you can’t afford to ignore them.  They are educated, tech savvy, multi-taskers, who are open to change.  They will shape future business the way they ...

diversity-people

Diversity in the workplace… it starts earlier than you think

In our first blog for diversity month Alice Streatfeild, Associate Director at ORC International, explains why we all need to take a bit of responsibility for diversity. Can you remember ...

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When it comes to recognition, big is not necessarily best

I have a two year old daughter who has just transitioned from nappies to big girl pants.  It was a challenge to find an appropriate reward for a successful trip to the bathroom.  Too great the reward (e.g. chocolate) and she wanted to make that trip every five minutes; too little (e.g. a verbal ‘well done’) […]

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Putting the customer at the heart of your business: How to build a customer-centric culture

Emma Batrick, Marketing Copywriter at ORC International, provides some key thoughts and ponderings from our webinar on Wednesday 20th August 2014 Many companies consider themselves to be customer-focused. Often this means things like customer service or identifying and meeting customer needs. Customer-centricity goes beyond this. It sees organisations restructuring and realigning to respond to the […]

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Creating a Customer-Centric Business Culture

Achieving a customer-centric business culture requires a keen sensitivity to employee commitment, listening to customer feedback, and quantifying and measuring progress accordingly. To identify the variables that exist in successful customer-centric cultures, we looked at companies across industries and regions that demonstrate best-in-class business performance. Think: Amazon.com, Ritz-Carlton, Zappos, Starbucks. These are household brands that […]

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Person 2 Person not Business 2 Business

As part of our Customer month we have a guest blog from Kalina on our Customer Research team…. Employees’ ability to tap into customer needs, respond in a way that satisfies them AND the business is far more relevant (and difficult to attain) than learning technical knowledge and product features. It is no longer a […]

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Customer satisfaction – the student perspective

UK A-Level results came out last week. An exciting time for teenagers across the country as they learnt of the universities and colleges in which they will be embarking upon the next stage of their learning journey. But unbeknown to them, the university they chose and even the course they elected to study, may have […]

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It’s the people that make it…

I visited the Commonwealth Games in Glasgow last week. It was a great sporting celebration made all the more engaging by the cheerful, friendly and helpful volunteers that supported the event come rain (and it certainly did rain) or shine.  The Games had a slogan ‘People Make Glasgow’ and they couldn’t have been more accurate. […]

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Customer service feedback

“It’s not the employer who pays the wages. Employers only handle the money. Customers pay the wages” – Henry Ford

That’s right! August’s topic is all about the customer.   Wendy McInnes, Research Director ER Australia, shares her expertise… Is your organisation customer centric? Are your employees on the same journey as you? There are three key elements to achieving excellence and achieving the holy grail of business – customer centricity. These elements include a […]

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Diversity round-up!

We’ve had some great discussion about diversity this month. Both in our blog and our LinkedIn group ORCInternational Employee Engagement including glass ceilings, inclusion, and a great new white paper. As we round-up our Diversity and Inclusion month I’d like to share our framework for making diversity work in your organisation.  Data is power Collecting information […]

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Mill 1

Different generations – 6 tactics to attract, engage and retain millenials

Millennials are very desirable employees and you can’t afford to ignore them.  They are educated, tech savvy, multi-taskers, who are open to change.  They will shape future business the way they already shape the consumer world. You need them, you will benefit from them but if you try to force them into your traditional work environment, […]

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Hire character, train skill

Continuing our focus on diversity this month, Anna Willatt, Account Manager at ORC International explains why ‘character’ is such an important recruitment criterion.   It’s funny how the word ‘character’ often appears in a negative or peculiar light. You only have to sit through a few commercials on some of the cable channels to learn […]

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