The Best Companies accreditation measures what the organisers call “Workplace Engagement” within the company, by allowing each individual to provide their opinions anonymously on a range of different subjects. We completed a leadership scorecard at the conference, highlighting the importance of engaging with staff and involving them fully in our business.

“Don’t cut the training budget” was a plea that came through strongly. I couldn’t agree more. Engaged employees are the finest ambassadors of your business.

The level of service I received from the Apple Store over the last year made me think about what the we can learn from their customer experience:

Access – Rapid support

Approachable –  Friendly, accessible and professional

Ability – Highly trained staff with first rate technical knowledge

Authority – Empowered to make decisions without deferring to higher authority

Articulate – Answering customer queries and explaining technical issues without jargon

Action – Rapid, effective issue resolution and use of initiative to make it happen

For experiences like these, Apple will be rightly rewarded by:

Higher visitor numbers

Increased sales

Superb public image

Satisfied customers

Greater job satisfaction for staff

Repeat business and customer loyalty

Apple comes across as the company that cares, that will do the right thing by customers.

I’ve just watched an interview with Jonathan Austin on BNET and thought I would share it here:

http://www.bnet.com/videos/jonathan-austin-lead-with-purpose-and-the-profits-will-come/357703