Impact on Customer Experience
Customer experience is a culmination of a multitude of customer touch points, throughout the customer journey and throughout the relationship. Whilst more traditional customer service might focus on the direct physical and virtual interaction with customers, customer experience considers the entire life-cycle of a customer and all factors that could impact their awareness, understanding, attraction, purchase, service and advocacy of a brand, product or service.
Organisations who proactively design, manage, monitor and adapt their customer journey often see both financial and brand affinity rewards in increased customer retention and recommendations.
To be effective, the responsibility for customer experience management rarely resides solely with just one department because it requires a coordinated effort from across an organisation. Workplace and facilities management is a vital contributor to customer experience and can play a significant role in developing and using innovative tools, practices and measures to enhance it. This category is about impact so the judges want to see submissions that are evidence based and demonstrate results.
Impact on the Environment
The Impact on the Environment category seeks to identify and recognise innovative environmental initiatives that can objectively demonstrate the positive impact achieved for the organisation, its workplace and society at large.
Entries must relate to projects, services or innovations that have been successfully implemented, for which demonstrable and evidenced benefits and outcomes can be shown. Remember, care for the environment is about more than just energy and waste management – procedures for which are now standard across many organisations.
The Judges expect to see objective evidence of the practical implementation of environmentally friendly workplace and facilities management practices and their impact, including any economic and/or wider societal implications. The means of measuring the impact of the initiative implemented is down to the entrant but it should be based around a methodology that uses environmental, economic and social principles.
Impact on Organisational Performance
The Impact on Organisational Performance category is searching for best practice and innovation in workplace and facilities management, showing significant contribution to the performance of the organisation and the resulting benefits for its shareholders, employees and customers.
This might be through a cultural change programme leading to; improved output and efficiency, possibly reduced cost or added value, increased revenue and greater customer or employee satisfaction.
This category is about impact so the judges want to see submissions that are evidence based and demonstrate results that have a lasting impact on the organisation’s performance. Equal merit will be given to entries representing teams within an organisation as well as those representing the organisation as a whole. They can be internal, focused on people and efficiency, or external looking at improving the service given to customers.
Impact on Society and Value
The Impact on Society and Social Value category recognises companies, individuals or teams creating significant benefit to society and social value through excellent workplace and facilities management practices or as part of a social responsibility initiative.
The Judges are looking for evidence of the positive impact on the social fabric of a community or the well-being of individuals. This may relate to the design of a service, new policies, the implementation of a project, or an initiative designed to benefit society, the well-being of individuals, the economic health of communities or the quality of the local environment. Positive impacts may also include supporting supply chain opportunities, apprenticeships, recruitment of local labour or sustainable services and products. The Judges are particularly interested in how entrants report on the impact of their respective initiatives.