Presentation on theme: "Driving Force Australia Maximise your sales performance through increasing employee engagement & developing quality long-term customer relationships www.drivingforce.com.au."— Presentation transcript:
Driving Force Australia Maximise your sales performance through increasing employee engagement & developing quality long-term customer relationships
The Engagement Profit Chain Employee engagement directly impacts customer loyalty which in turn directly impacts sales & profit. Heskett and Sassar (2008) In their study, they found that a 5% increase in customer loyalty alone can boost profits by 25-85%. One reason this is so high is because there are less costs associated with servicing existing customers than continually sourcing new customers. Engaged employees Higher service standards, productivity and quality Increased customer satisfaction and loyalty Increased sales due to increased referrals and repeat business Increased profit / shareholder returns
The Employee Engagement Challenge Engaged employees are: more passionate about striving for company goals more productive more willing to recommend their employer to others and stay longer As desirable as engaged employees are, and despite all the efforts to increase it, on average only one third of the workforce is engaged.
What’s unique about our approach? Meta-engagement: the way engagement is driven, must be engaging. Engagement must be a shared responsibility: we can help at the organisational, managerial or individual employee level. Some initiatives fail because they are too focused on improving the employee value proposition (benefits) and not on engaging intrinsic motivators.
Facilitating Employee Engagement Typical Symptoms of Low Levels of Employee Engagement Workplace conflicts Lack of accountability Poor performance Poor safety or staff attendance records Low levels of respect High or low staff turnover Communication issues Examples of Solutions Driving Force Australia can facilitate in your organisation Create an engaging workplace culture Develop engagement skills in managers Help staff take responsibility for their own level of engagement Reposition employer brand Improve role clarity through job descriptions Revise recruitment processes Design & implement performance management processes Improve talent management systems Review reward & recognition practices Erica Collins
Customer Loyalty Revenue per transaction Transactions per year Revenue per customer per year # years as customer Lifetime value of customer $10010$1,00010$10,000 Ashley’s blog
Maximising Sales Consulting Typical Symptoms of Less than Optimum Sales Poor or reduced sales results High level of customer complaints or no customer complaints Boss unsure what sales staff do Lack of new customers High customer attrition Examples of Solutions offered by Driving Force Australia Drive a customer focussed culture Develop sales capabilities in sales staff Build relationship skills Increase emotional intelligence Improve personal effectiveness Review & improve sales processes Develop sales managers and/or teams Ashley Collins (03)