Research & Surveys - Our Latest Thinking

Towers Perrin uncovered gaps in specific cultural elements that a consumer products manufacturer needed to address to better realize a business strategy of competing on quality.

The case study describes how Motability Operations has embarked on a change programme to meet a number of challenges in its market, including changing customer needs. The company began by addressing organisational culture, recognising the importance of ensuring all of its employees were engaged.

Towers Perrin identified the drivers of employee engagement for a large multinational financial services company and showed how engagement influences customer opinions, sales and turnover rates.

Retail branches with employees who are more satisfied with their work environment and the company have more satisfied customers and better financial performance than branches with lower employee satisfaction levels.

Towers Perrin advanced analysis determined the ideal culture a fast growing global financial services organisation must create in order to support its strategy of customer focus and achieve success.

Towers Perrin research uncovered the relationships among work climate, management practices and business performance: work climate with retention, staffing adequacy and overtime were relevant to customer satisfaction and sales performance.

Towers Perrin analysis determined the specific cultural elements that a major US-based consumer products company needed to address in order to execute its efficiency strategy.

Customer-facing environments present unique challenges for organisational leadership. Towers Perrin compared the opinions of employees working in call centres with the responses from employees working in the financial services sector.

In the competitive landscape of financial services, customer focus is a strategic imperative. Research results show that a 5% reduction in customer defections translates into a 25% increase in profitability.

This white paper, developed by Towers Perrin and the Harvard School of Public Health Forces of Change program, examines the human capital challenges facing the health care industry today and how business leaders can position their organizations for success.