Customer

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We were always taught, that the customer is paramount and if they ultimately pay our wages, then we should do everything in our power to deliver an exceptional level of service to them. So why hasn’t occupational psychology focused enough on the customer? The reality is, that people so often don’t make the link between the calibre of their employees, the quality of their service and their bottom line performance.

Every organisation has customers, whether they are internal, external, secondary service uses or members of the public. Getting the right people in the right jobs, with the right training demonstrably increases customer service. However, in the 20 years we have been working in this industry, very rarely have we seen the real time link between people, customer and profit being made in a meaningful way. If people can see that good customer service (NPS) is directly correlated with objective outcomes like spend, customer loyalty and profit, why do they not make the link between the people that deliver that service and those outcomes?

At Peopleytics, we are trying to change this. By ensuring all of the people data (psychometric, behavioural, cognitive, 360, performance, engagement and turnover) is valid, reliable and maintained we can compare this data to tangible real time business outcomes such as sales, profit and NPS. We do this using analytics software, so in real time we can answer questions like:

· If we increase employee engagement by x% what impact will this have on our sales?

· By reducing employee turnover by x% what impact will that have on customer loyalty?

· What behavioural, people and customer metrics are influencing lower sales in our top 10 worst performing regions?

· What employee capabilities and behaviours have the biggest impact on individual, group or corporate performance? Can we recruit and develop according to this specification?

· What gaps in leadership and employee capability / behaviour lead to poorer profitability and productivity? How can we plug these gaps?

· What people profiles deliver the highest level of customer service?