Meet the Winner: Employee Engagement for Customer Service

Following the 2024 Engage Awards, we’ve had the privilege of sitting down with our winners to uncover the stories behind their award-winning strategies. Our ‘Meet the Winners’ series aims to provide valuable insights into crafting a winning entry while inspiring success and innovation across the industry.

Today we meet Scott Fuller, Associate Director, UK Consultancy at Ethos Farm, who were our worthy winners in the our ‘Employee Engagement for Customer Service’ category.

1. Congratulations on your Engage Awards win! Can you tell us a little bit more about the project that shaped your entry?

Our submission focused on our role working with Battersea Power Station Development Company, for whom we developed the People & Placemaking strategy and then delivered the Guest Services product.

London’s iconic Grade II* listed Battersea Power Station opened in October 2022 and welcomed over 11.2 million guests in 2023; together with the surrounding area it is now one of the world’s most exciting and innovative mixed-use neighbourhoods - a place to shop, eat, drink, live, work and play.  

As the providers of the Guest Services product we have supported the growth of footfall, high levels of guest satisfaction and a 2024 TripAdvisor Travellers’ Choice Award Win.

Our positive impact has been influenced by our company approach to employee engagement and customer satisfaction.

2. What motivated you to pursue this initiative, and why do you think it stood out?

At Ethos Farm, we’re specialists in employee and customer experience with strategic and operational expertise. We put people at the heart of every great experience; our mission is to empower employees to deliver extraordinary customer service, creating loyalty and differentiation for brands.

We think our award submission stood out because we were able to demonstrate the breadth of our capability, the measurable impact we delivered and how our initiative was part of the success of such an iconic destination and aligned to our mission.

3. What were the biggest challenges you faced during this journey, and how were they overcome?

Bringing a new asset to life, driving footfall and growing revenue can be a challenge.  We needed to learn and adapt to an evolving site, build relationships with partners, understand our guests and refine our service delivery to meet their needs, whilst embracing changes to our ways of working as we’ve continuously improved our proposition to position ourselves as local CX experts. 

We needed to be flexible, resilient, innovative and energetic in our approach to overcome these challenges and relentless in our mission to nurture a highly capable team who feel valued and enabled to deliver exceptional guest experiences. 

We achieved phenomenal results thanks to a clear plan and crucially the spirit, passion and commitment of our thriving team.

4. How has this initiative impacted your customers and employees?

In our award submission we evidenced with data how our initiative positively impacted customers, employees, client and our business performance, helping to different us from the competition and winning us a strong reputation. 

Specific measures spanned customer satisfaction, employee satisfaction and attrition, financial performance, operational quality, community and charitable impact and external recognition.

What does winning this award mean to everyone at Ethos Farm?

The kudos of an Engage Award recognises the team’s significant achievements, outstanding commitment, collaboration, and enthusiasm and energises them for the future. At a company level it gives credibility to our work and approach, demonstrating the quality of what we deliver to help us strengthen our reputation with existing and future clients.

5. What advice would you give to other companies striving for similar success?

We have 3 pieces of advice!

1. Be clear on the story you’re trying to tell – assume the judges don’t know anything about your business, team or initiative and so will need to be able to grasp it with ease.
2. Ensure that you back up your statements with fact and data to evidence what you have achieved!
3. Demonstrate the passion you have for the initiative in your submission – win hearts and minds!

To view all of the our 2024 winners, visit our website.

To find out more about the Engage Awards programme, click here.