Get involved in our Customer Experience working group

News

27 January 2020

Customer experience

We’re proposing to establish an IWFM Customer Experience Working Group (CEWG), but the first step is to determine if we have the numbers to make it work. Does this interest you? Please read on to find out more.

A great customer experience sits at the heart of a great workplace experience. Whether we’re delivering an in-house operation or an outsourced service on behalf of clients, our work affects customers all day, every day.   

Across the workplace and facilities management landscape there are great instances of best practice and award-winning teams delighting customers. At the same time, it’s rare to see FM held up as an exemplar of great customer-centric behaviour on a par with the best retailers, telecoms providers or automotive organisations.

We can benefit hugely by looking at different industries to learn from and in return share our magic with them.

The CEWG’s role will be to bring together members with a passion for customer-centric delivery, the ideas and best practice that have made a difference, and the drive to create a nucleus of ideas and innovation to enrich our members and the industry.

Once established, interested parties would work with IWFM to establish the core of a CEWG to explore the scale and scope of focus, based upon member interest and commitment. Future steps could include the production of good practice guides, presentations and SME support to IWFM Regional Groups, events and seminars, and shaping of IWFM training material.

Email [email protected] to register your interest for the CEWG.    

Jamie McDonald
Customer & Business Transformation Director

Engie UK