Companies urged to listen to staff to keep customers happy

Sideways 6 helps several FTSE 100 utilities companies collect, manage and act on employee ideas, insight and feedback. Often called ‘innovation management’, the aim is simple: to help their clients build better companies that can be more responsive to the needs of their customers.

Read said: “Customer relations are key to success in the utilities sector, but there is much more to it than low prices; people want a company that is responsive to their needs. Innovation and improvement is the key to this – and where Sideways 6 can help.

“We help big companies listen to their staff so they get a better understanding of how their business works on the front line. This gives them the ability to innovate and improve their service, to continue to stand out in a crowded marketplace and above all, keep their customers happy.”

Unlike many of their competitors, Sideways 6 uses pre-existing systems such as Microsoft Yammer and Facebook Workplace as platforms for employee engagement. This approach makes it easier for frontline staff to get involved and results in up to ten times the engagement – and ten times the results - of their competitors. This is reflected in their growing and impressive client base, including BP and British Gas, the latter of which benefitted from improved customer complaints management as a result of working with Read’s tech company.

Dan Mason, Business Change Manager for British Gas, said: “The feedback and insight we get from all on here is of huge importance and helps my team shape the future of change.”