Happy employees, happy customers - engage and grow

Doug Shaw recently met with Kate Davies, the CEO of Notting Hill Housing, to find out how she is leading and encouraging engagement as a way of improving service.

Kate started by observing a key difference between west and east whereby the east seemed to get the concept of sacrifice for the greater or community good much more than the west. She used the example of the one child policy in China, where people accept that the national interest demands their acceptance of a restriction of their own choices. Another example would be where the individual sublimates his own wishes to those of the family. Kate says we need to understand that different customers have different cultural backgrounds and this means it is important to approach them as individuals rather than providing the bog standard service. This led her to think about NHH’s customers and their needs more holistically – in the round.