6th September 2011, Paradigmantics descend upon Brighton & Hove, met with torrential rain, gale force winds and news of ‘Operation Stack’ flashing on the Motorway gantries! As we arrive at Legal & General’s Hove HQ we are greeted by a plethora of their trademark multicoloured umbrellas as staff battle against the elements!
Fortunately, once inside, a warm room and fresh coffee lifted our spirits as we prepared to deliver another of our ‘Engaged Customer’ Masterclasses for 17 staff from across a variety of functions within the organisation.
Focusing upon the question: ‘How do we build emotional engagement with our customers?’ (Both internally as well as externally), we guided participants through an engaging and highly interactive session comprised of multimedia, facilitation, discussion and group activity.
Participants were given the unique opportunity to not only learn from Paradigmantics’ expertise on achieving this ‘holy grail’ of Customer Experience, but also encouraged to share and learn from the innovations and experiences of their colleagues who have been pushing the boundaries of how they deliver for their customers.
Reflecting the subject matter itself, the session is designed to emotionally engage participants which, in turn, creates a safe environment to explore new ideas, transcend organisational barriers and aspire towards something better.
· 88% of participants felt completely or mostly able to participate in the event
· 94% of participants felt they now completely or mostly understand what is meant by emotional engagement
· 100% of participants felt in some way more confident to contribute to engaging customers
· On average, participants said they would be 75% likely to recommend this session to a colleague
Participant Comments included:
‘Extremely motivating & linked to subject matter’
‘Engaging’, ‘Clear & Concise’ & ‘Brilliant’
‘Good & very relevant course’
‘Good presentation, enjoyed it’
‘Good speaker with lots of humour. I really enjoyed the films’
Our Client said:
“An engaging and thought provoking session which prompted healthy debate and discussion on the need to connect emotionally with both customers and colleagues”