Productivity is, of course, closely tied to employee loyalty. Experienced, motivated, well-trained staff understand your systems and culture, and work more efficiently. High levels of staff turnover damage service levels and impact customer loyalty. How do your recruitment and training budgets compare?

For us it’s about measuring the right things. Getting the right performance indicators in place means you are measuring and encouraging the right behaviours. Then it’s about redesigning processes around those measures to motivate your people in the right way to deliver the right results for customers.

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