Presentation for Employee Engagement Summit, 14th of April 2016 At Academie du Service, with our 12 years of experience in consultancy and training for more than 250 companies in all industries and 20 countries, we argue that Service Culture is a unique concept that makes the link between employee engagement and customer engagement. We believe in 5 key points in order to deliver a fabulous service culture. A company will be service oriented if and only if: 1. Focus is on the human being not only the product 2. 100% of satisfied customers is more important than zero mistakes 3. Service relationships are based on making customer and employee feel valued 4. The same attention is paid to customers and employees 5. Autonomy and initiative are emphasized by giving more empowerment

3. 



9. + 2 points
+ 1 point

12. Frontline staff: satisfied and
happy to deliver the right
service to customers
Back office staff: satisfied
and committed to deliver
the best service to
frontline staff
Managers: pay the same attention
to employees as they do to
customers
CONSIDERATION SYMMETRY©

13. ©

16. Tony Hsieh, CEO

19. The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects

20. The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects

21. I’m a customer and
I’m 74% satisfied
Agreement
(Marked from 6–10)
I work with
customers and I
think 83% of them
are satisfied
9-point
gap
The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects

22. 
EMPLOYEE
perceptions of
their company
CUSTOMER
perceptions of front-
line employees
They are competent We are working to
resolve customer issues
They are not capable
enough of bending rules to
satisfy their customers
Employee satisfaction is
not considered as
important as customer
satisfaction
The UK and Services, Academie du Service National Study, February 2016 – 1,401 UK subjects

25. •
•

26. 1. Preparatory interviews and meetings to help understand your
environment
2. Three customised questions of your choice that can be added to
the customer and employee questionnaires
3. Management of the two surveys online
4. Online publishing of your report and customised PowerPoint
version
5. Benchmarked with the annual online study (combining results
from nine major industries)
6. Multi-perspective strategy seminar with your company’s top
management

28. Claire BONNIOL
Managing Director UK
claire.bonniol@academieduservice.co.uk
Alexis GRABAR
Founding Partner
alexis.grabar@academieduservice.co.uk