Peer To Peer Executive Breakfast

Customer/Employee Engagement Program:
Managing Emotional Intelligence to deliver better results

In a Harvard Business Review article titled ‘Manage Your Human Sigma’, it was shown that in areas where there was a combination of high customer engagement and high employee engagement that “these optimised units are 3.4 times more effective (financially) than the baseline (low customer/low employee engagement)”. In addition, customers’ emotional satisfaction matters more than customers’ rational satisfaction.

Within this context, it can be seen why proactively managing both customers’ and employees’ emotional intelligence and interactions is at the forefront of a lot of organisations’ initiatives. The program focuses on enhancing customer engagement by making explicit how customers make decisions and the very strong role that “emotion” plays in the decision making process. In addition, developing employees’ emotional intelligence supports them in optimising their interactions with customers whilst enhancing their own personal resilience in the process.

A dynamic presentation facilitated by our partner Peter Sullivan who has been taking a leading role in Australia on the psychology of emotional intelligence, behavioural change and achievement over the past 18 years – with a focus on developing high performance leadership, sales and work teams. He is one of Australia’s leading authorities on the business application of Emotional Intelligence, Learned Optimism and High Performance Work Strategies. Due to his experience and expertise, Peter has been featured on TV, The ABC radio program “All in the Mind” and the Financial Review.