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Mrs May is Right to be Unequivocal Boards Should Brace for Change PDF Print E-mail
Monday, 18 July 2016
Qualtrics, a leading customer and employee engagement specialist, says failure to capture employee and customer insight, and give it a voice at Board level, is not just a missed opportunity, it is a business risk.   

Qualtrics is warning UK management not to respond to Mrs May's call for customer and employee inclusion on Boards merely by being seen to do so, but by actively reaching out, encouraging and empowering them to argue their case and present their ideas. It is the best way to convince a firm's two most important stakeholders that they are being taken seriously.

Post Brexit, passing fads must give way to solid strategies for companies to compete in a new order, unearthing talent and motivating it to succeed. Mrs May’s victory did not depend on a quota system but on the fact that she was the most suitable candidate for the job.

Says Ian McVey, UK Director, Qualtrics; “Social discourse has liberated the customer and employee. Each is as keen to share opinion in an effort to make things better, but only when it is equipped to listen can management react, and base its competitive strategy on solid learnings, not just guesswork”.

Employee and customer participation is a modern and well tested practise. Management should base its inclusion strategy on a scientific approach to the collection of data, its analysis and distribution across management, in real time. Bosses should always have a pulse on the customer, the employee and the interrelationship between the two.

Firms must treat employees and customers as individuals, include and engage them consistently. Not just around their annual reviews or when they complain.
 
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