A PUBLICATION FROM THE PEER AWARDS ......15 Lebara 211 Strong Customer Retention by creating Memorable Experiences 16 intu Chapelfield 200 Reducing Reoffending by offering Prisoners

Celebrating inspirationalCorporate ResponsibilityCustomer EngagementPeople & Performance

THE 2014PEERAWARDS

A PUBLICATION FROM THE PEER AWARDS DISTRIBUTED WITH THE INDEPENDENT

A PUBLICATION FROM THE PEER AWARDS DISTRIBUTED WITH THE INDEPENDENT2

Easy to Enter All we need is 500 words about your innovative work.Some other awards require a lot of work to enter.

TransparentJudgingEveryone at conferenceis a judge.Even the finalists themselves.Normally you have no ideawhy an award is won.

Risk-FreeFee applies only if you’reshortlisted. You paynothing otherwise.Many awards charge for entry,even if you’re not shortlisted.

Inspirational IdeasYou hear the other finalists’ entries and they hear yours. Usually only the judging panel hears the ideas, in secret.

EveryoneBenefitsEveryone shortlisted speaksat conference and features inthe newspaper.Most awards celebratewinners. The othersshortlisted don’t gain much.

Broad-BasedYour ideas get aired beyondyour sector and profession.Many awards have a narrowsector or profession focus.

Cream TeaCeremonyA champagne afternooncream tea at the WaldorfHilton London.Refreshingly different fromthe usual black-tie dinner-dance evening ceremony.

Peer Awards finalists presenting their entries at conference

Peer Awards winners celebrating their success at the ceremony

Everyone AcknowledgedFinalists are given the certificates that judges awarded them. At most awards it’s win a plaque or leave empty-handed.

Community SupportLast year’s finalists help this year’s prepare their conference talks.With most awards you’re on your own preparing your submission.

RealConversationsEnjoy conversation withmatched participants at ourconference peer circles. Conferences brim withkeynotes; you don’t meetwith many participants.

How the Peer Awards are DifferentExposure and recognition for your innovative ideas

www.thepeerawards.com

The Peer Awards are judged against four criteria, one ofwhich is Innovation. The Innovation Index lists companiesvoted most innovative in 2013, with strength of innovationindicated by points shown for each.

The 2014 Innovation Index will be published in the Independent later this year.

3A PUBLICATION FROM THE PEER AWARDS DISTRIBUTED WITH THE INDEPENDENT

The Innovation Index1 Michelin 615

Reaching Young Drivers; Building Road Safety Awareness with Puppets

2 Ecotricity 455Creating a Green Britain

3 Reed Smith 423Creative ‘Reverse Mentoring’ spreading Learning Upwards in a Business

4 Virgin Media 400Flexible Learning – Shift Happens

5 Redrow 375My Redrow

6 O2 308Charger out of the Box

7 Warwickshire County Council 290The Community-Managed Libraries Scheme

8 Experian 267The Experian Green Challenge

9 Eastpak 262The EASTPAK Insider Trail Experience

10 Vodafone 250My name is Susan – Vodafone Data Awareness Campaign

=11bwin.party 231Collaborating with Harvard on: Consumer Protection based on Scientific Evidence’

=11Direct Line 231Implementing Changes while keeping the Candidate Experience a Priority

13 UKTV 222Employee Engagement through Creativity

14 First Capital Connect 212First Capital Connect’s Community Engagement Programme

15 Lebara 211Strong Customer Retention by creating Memorable Experiences

16 intu Chapelfield 200Reducing Reoffending by offering Prisoners a Real Alternative to Crime

17 Friends of the Earth 182Developing an Innovative Charity Gala

18 InterContinental Hotels Group 172How London 2012 Engaged our People Globally

19 PDSA 161Transforming Culture through Leadership

20 MBNA 138Customer Experience Matters

1 MichelinThe private sector has a duty to educate youngpeople around road safety. Life-size puppets maynot immediately spring to mind when engagingwith teenagers, but the show incorporates humourand shock tactics to bring dangers of the road tolife in an edgy and memorable way.

2 EcotricityEcotricity is innovating in sustainable energy,food and transport, as brought to life at the localfootball club, Forest Green Rovers FC. Thecompany’s motorway network of EV chargersacross the UK has made it both technologicallyand practically viable to drive an electric car bybreaking down range anxiety.

3 Reed SmithWhen new core programmes are introduced inbusinesses, often this learning is missed by moresenior staff or additional sessions are run fordifferent generations. This creative and cost-effective approach instead utilised the juniorlearners as mentors to share their new knowledgeupwards in the business.

4 Virgin MediaBy using social/collaborative tools and allowingdelegates to learn at their own pace, VirginMedia has created a flexible solution where userscan access the community, the content and thevirtual classroom sessions, and can even askexperts questions on the fly, all from theirsmart devices.

5 RedrowAllowing customers to see real time build progressof individual homes and to select related optionsis a transformation of the new build sector. Oncea home is reserved customers select their personaldesign specifications; from kitchens, and wall tilesto wardrobes, bathroom fittings and evenelectrical fittings.

6 O2Removing the charger from the box was nota popular decision. O2 make no profit fromdoing this but believe it is the right thing to do.With 30 million new phones purchased eachyear in the UK, the environmental impact ofproducing and disposing of chargers cannotbe ignored.

7 Warwickshire County CouncilThe community-managed library scheme showswhat can happen when a local authority andresidents share a common goal. The Councilengaged with the public online and throughpublic meetings, roadshows and questionnaires,winning over a hostile public and engaging themin helping save the library network.

8 ExperianExperian’s first global engagement project engagedcolleagues around the world to reduce their ownenvironmental impacts and raise money for theRed Cross. The majority of participants joined tobe part of a team. They encouraged colleaguesacross desks, departments and different regions tojoin in and become greener.

9 EastpakA mysterious individual called The Insider hid£5,000 and invited the public to find it. For threeweeks, videos were released revealing clues to thelocation of the cash and challenging participantsto discover it. All participants texted answersback to the Insider, who in turn respondedpositively or negatively.

10 VodafoneThe campaign to change the way VodafoneRetail and Contact Centre employees thoughtabout handling customer and employee dataneeded to be something very new. They adopteda provocative approach to get noticed andprompt engagement in avoiding ID theft.

Corporate Responsibility

Customer Engagement

People & Performance

A Michelin puppet

interacting with teenagers

2013 WinnersThe Overall Winner Insight Winner Innovation Winner Impact Winner Inspiration Winner


A visible element of the Vodafone campaign


The British Gas Energy Trust is a 2014 Peer Awards for Excellence in Corporate Responsibility finalist

British Gas Energy TrustHelping the people who need it mostAs Britain’s largest energy supplier with over 11 million customers, at British Gas, we believe it is ourresponsibility to support and invest in communities to create a better future for everyone.

We all know it’s a challenging time for peopleand communities across Britain. Although theeconomy is recovering, not everyone is feelingthe benefit and bills are a daily concern for agrowing number of people across Britain. We areworking hard to make energy as affordable aspossible and at British Gas, we are committed tomaking a positive impact on the people andcommunities we serve.

One of the most effective and sustainable waysto reduce energy costs is by ensuring homes arewell insulated. Energy efficiency can help totackle this wasted energy. Last year we installedover 236,000 energy efficiency measures andover half of these were for the elderly, disabled orthose most in need.

But some people can become stuck in a viciouscycle of debt and struggling to pay their bills,even after trying other avenues unsuccessfully.They need financial help as well as energyefficiency measures and advice. That’s why in2004, we created the British Gas Energy Trust,an independent charity, to help people living infuel poverty and those struggling to pay theirenergy bills. Working with expert communityorganisations, it provides vital assistance tothose in need to clear energy debts. It also helpscustomers repair or replace essential householditems such as energy efficient boilers, fridges andwashing machines.

Since 2004, British Gas has provided the Trustwith £63 million to help thousands of peopleliving in fuel poverty and struggling with energydebt. The British Gas Energy Trust is the onlyother Trust to cater for both British Gas andnon-British Gas customers. And last year, theTrust spent over £7 million in grants forhouseholds with nearly £2 million helping toclear debts for people who are not BritishGas customers.

As well as providing grants to help those inneed, the British Gas Energy Trust also providesenergy efficiency and financial advice to helpavoid people getting into similar situations.Since 2011, the Trust has funded specialistenergy advisors within 15 partner organisations

such as the Citizen’s Advice Bureau in Englandand Scotland. They offer face-to-face advice andsupport to those struggling to pay for theirenergy and other household bills. The advicehelps people to understand how to reduce theirenergy consumption and also how to budget.This helps people to manage their financesbetter and avoid getting into a similar situationin the future.

That’s why we work with the leading fuelpoverty experts to make sure Energy Advisorsare giving the right advice or can let peopleknow where they can go for even more help.National Energy Action (NEA) , the nation’sleading charity helping vulnerable and fuel poorcustomers, has trained nearly 900 communityprofessionals in fuel poverty advice. What’smore, we’ve worked with NEA to develop theirfuel poverty training so it is now accredited byCity and Guilds.

The Energy Advisors also ensure that those whoare struggling to pay their bills have access to allthe channels of help available. One such channelis the Warm Home Discount Scheme, whichhelps those in need with £140 towards their

energy bills. The Warm Home Discount Schemeis a five-year scheme introduced by Governmentand delivered by the larger energy suppliers. Ithelps those in need with their winter energycosts by paying a credit onto the energy accountof the qualifying account holder. The schemeopened on the 1st May and of the major suppliers,British Gas has set the broadest eligibility criteriafor receiving this discount and has norestrictions on the number of customers who cansign up. Last year we supported over 560,000people through the Warm Home DiscountScheme and in addition, to offset the priceincrease over the 2013/2014 winter, we madea further automatic discount of £60 on theirdual fuel bills.

What’s more, British Gas and British Gas EnergyTrust are working together to tailor the types ofservice each of the Energy Advice centresprovides. We know, each community is different,and each energy advice centre adapts to theneeds of each community and we know timeschange. The British Gas Energy Trust nowembraces the provision of food parcels in someregions and works with the health service tomeet each community’s requirements.

• Bromley by Bow Centre, London

• Dawn (advice) Limited, Northumberland

• Local Solutions, Liverpool

• Manchester Citizens Advice Bureau, Manchester

• Money Matters Money Advice Centre, Glasgow

• Preston Citizens Advice Bureau, Preston

• Riverside Advice, Cardiff

• Speakeasy Advice Centre, Cardiff

• St Helens Citizens Advice Bureau, St Helens

• Shelter, Norwich

• Shelter, Birmingham

• Shelter, Dumfries

• Shelter, Edinburg

• Talking Money, Bristol

• Plymouth Energy Community, Plymouth

• Zinthiya Ganeshpanchan Trust, Leicester

• Energy Project Plus, Wallasey

• Foundations UK, Glossop

BRITISH GAS ENERGYTRUST LOCATIONS:

CUSTOMER CASE STUDYMrs L (42) is a widow living in Glasgow. She suffers from severe arthritis, heart problems andpartial paralysis. When she owed British Gas over £500 in gas and electricity bills and couldn’t pay,a grant from the British Gas Energy Trust helped her get back on track.

‘Life has been a lot easier since I received help from British Gas. I’ve been able to keep warm in my homeand I don’t need to wear five layers of clothes. I’m so grateful for your support’ Mrs L, Glasgow

ENERGY ADVICE CENTRE CASE STUDYJo Boswell is an energy advisor at the Citizens Advice Bureau in Manchester which is supported byBritish Gas Energy Trust. She says, ‘British Gas Energy Trust has enabled us here at British GasCitizen’s Advice Bureau to assist with applications for those in fuel arrears and offer a broader service tohelp people manage their finances in the future. Without the funding from the Trust, we would not be ableto offer the enhanced service and deliver as we have done through outreach and other ways’.

To find our more, visit britishgasenergytrust.org.uk or call the British Gas Energy Trust direct on 01733 421 060.The phone line is available 24 hours a day and you will be able to ask for an application form.

The British Gas Energy Trust contributes to therelief of fuel poverty by helping those who arestruggling to pay for gas and electricity. TheirTransform programme, together with Global

Action Plan and Accenture, provides youngpeople not in education, employment or trainingwith new skills and jobs.

In association with Global Giving UK, Dentsu

Aegis Network employees in collaborationwith fellow volunteers help charities improvetheir communication and marketing capabilities.

Ikano together with Capital One & Eversheds

are transforming the important (but superficiallyunexciting) subject of financial education into“Cheese Matters” - a workshop for young people,delivered by business volunteers.

Interface’s “Mission Zero” is working towardshaving zero environmental impact by 2020,unlocking the value of sustainability to generatebetter profits, products and profile.

RBS Inspiring Enterprise is encouraging anentrepreneurial UK. From the classroom to theboardroom, they’re inspiring and enablingenterprise. Inspiring Enterprise draws togetherthe work they do, including their work withpartners, to help people explore and developtheir enterprise potential and, ultimately to startup and succeed in business.

RBS Technology staff run practicalprogramming clubs in partner schools inLondon, translating IT know-how intosomething appealing for a new generation.Through capturing young people’s interest tothe possibilities of computers at an early agethey can transform their aspirations intocareer choices. Coding will be introducedinto the English national curriculum fromSeptember 2014.

Southwark Council and Veolia commissionedLondon’s first energy from waste district heatingnetwork, to supply low carbon heat and hotwater to over 10,000 residents at no cost to thelocal authority.

Speechly Bircham’s “Life Matters” projectsupports the elderly by providing an awareness ofrelevant legal issues, whilst also benefiting thecompany’s trainees.

Surrey County Council is one of few councilssupporting every member of the community asthey address the decentralisation of crisis loansto councils.

The Royal College of General Practitioners

is giving hope to people working in primary careby providing them with a deeper understandingof dementia.

Other category winners were Wolverhampton Homes, winnerof the Business Awareness for the Community category; intuChapelfield, winner of the Challenging Perceptions category;First Capital Connect and Warwickshire County Council, eachwinners of the Giving to the Community category; and Ecotricity,winner of the Sustainability & the Environment category.

Other finalists were Anglian Water, Bank of America Merrill Lynch(who also hosted the 2013 conference where the finalists were judged,and for which, our thanks), British Gas, Bwin.Party, The Entertainer,E.ON, The Guardian, Inspired Life, iPSL, KPMG, Lloyds BankingGroup, L’Oréal, Mahindra, Nat West, O2, Petrofac and Sanofi.

Sainsbury’s has launched a new generation of supermarketwith ground breaking environmental credentials.

The winner of 2013 Peer Award forCorporate Responsibility was Michelinwith their “Reaching Young Drivers;Building Road Safety Awareness withPuppets” entry, which also won theEducation of the Community category.


2013 Peer Awards for Corporate Responsibility Finalists

Corporate Responsibility2014 Finalists

2013 Winners and Finalists

Michelin with their winners’ plaque

First Capital Connect recognises howimportant it is to provide more than just a railservice and to play a central role in thecommunities they serve. As part of the Prince’sTrust ‘Get into Railways’ programme, they areimproving workforce diversity and giving youngpeople a first foot on the employment ladder.

First Capital Connect is raising awareness ofthe fantastic work that children's bullying-awareness charity Red Balloon does. They alsocontribute ticket and financial donations tohelp them as much as possible. The charity isbased in Cambridge, a station that is on theFirst Capital Connect network.

The 2014 Finalists speak at thePeer Awards ConferenceTuesday 24 June 2014

In a retail first, its Leicester and Weymouthstores are now ‘triple zero’ – zero onsitecarbon, zero waste to landfill and zero waterimpact through local management schemes.‘The idea was to create a model for futuredevelopments – not just a one off greenstatement.’ says Paul Crewe, Head ofSustainability, Engineering & Energy. ‘Triplezero had never been tried before, but theresult was our most environmentally friendlystores ever.’

Inside, green technology is everywhere:energy efficient LEDs, roof prisms tomaximise daylight and power and heat fuelledby green gas. And there are over 1,000 solarpanels on the roof – including petrol stationsolar canopies which are the first in theworld. Sainsbury’s remains the largest host of

multi roof solar panels in Europe with over125,000 installed so far. Even the wasteproduced during the construction of thestores were completely reused or recycled.

It’s all part of Sainsbury’s next big project,absolute carbon reduction. The company isinvesting millions in energy efficiency andrenewables in the run up to 2020. Last yearalone it reduced its absolute carbon footprintby more than 48,000 tonnes of CO2, despiteincreasing its estate by 1.4 million square feet.

These credentials are something that Paul ispassionate about. ‘Sustainability is aboutacting both commercially and environmentally.’he says. ‘That needn’t cost the earth - andis something I implore all businesses totake seriously.’

Leicester Sainsbury’s at night


Award Plaques supplied by Special EFX who design and UK manufacture bespoke awards and trophies, and is pleased to support these outstanding business Awards

The 2014 Finalists speak at thePeer Awards Conference

Wednesday 25 June 2014Customer Engagement2014 Finalists


Law firm Eversheds’ vision is to be ‘the globallaw firm that sets the standards’. It seeks tochallenge the norms prevailing in the legalsector; in legal practice, education and trainingand client relationships.

For the past two years the firm has participatedin a world-first collaboration with the Universityof Miami School of Law. LawWithoutWalls(LWOW), a part virtual, part in-person three-month training programme, engages futureleaders in the law in developing commercialand innovation skills and improving cross-border working practices through the betteruse of information technology.

Junior lawyers from Eversheds and its topclients work in teams mentoring internationalstudents, developing game-changing legalsector business start-ups. Clients and Evershedslawyers learn together how to mentor onbusiness modelling and commerciality andwork as integrated international teamsdelivering genuine business solutions. Thelawyers bring practical expertise, whilst honingtheir commercial know-how.

Innovation is a core aspect of the learning on thecourse – teaching lawyers at a relatively junior

level in the firm and within their client base, to‘think differently’ and see the role that innovativethinking can play in their future careers.

Now in its second year, clear benefits observedfrom the programme so far are:

• Client relationships - enormously enhanced by bonding money can’t buy;

• Increased client work - flowing directlyfrom participation;

• All participants’ skills are improved -they and their managers report they are increasingly internationally focused, commercial and innovative;

• Detailed learning around new technologies -is already helping with global team-working.

LawWithoutWalls

Interactive Intelligence is a global provider ofcontact centre, unified communications, andbusiness process automation software and servicesdesigned to improve the customer experience.Their IP business communications solutions unifyevery aspect of contact centre and enterpriseinteractions for reduced costs, simplifiedmanagement, and improved customer service.

www.inin.com

Nunwood help businesses create consistentlybrilliant customer experiences. Their approach isuniquely ‘full-service’. This means they join upcustomer strategy, experience measurement,feedback technology and frontline training. Byconnecting the dots, their clients delight theircustomers more frequently and achieve theircommercial goals more easily.

www.nunwood.com

The winner of the 2013 Peer Award forCustomer Engagement was Redrow Homes withtheir “My Redrow” entry, which also won theTechnology for Engagement category.

Redrow Homes with

their winner’s plaque

When Hurricane Sandy left New York supportstaff without electricity or transportation,Diligent Boardbooks “Follow the Sun” globalhelp-desk stepped in to answer the customerservice calls.

Customers are the heart of Engage Mutual

Assurance – after all, they own the business. Sothis year Engage committed £1m over five yearsexclusively for those customers, to help maketheir lives better. And by finding out what reallymatters to them, Engage can deepen conversationswith customers and give meaningful supportbeyond their product and service.

In 2009 RBS established the CE&SDMC team(Customer Experience & Service DefinitionMeasurement and Costing) led by Steve Whitty

to deliver pioneering pan group end to endcustomer insight and cost diagnostics. This workhas driven successful customer servicetransformations, effective decision-makingtogether with improved cost-management andRBS investment choices.

Severn Trent Services optimises floodprevention measures, reducing the number ofreactive responses and the likelihood of floodingincidents. It maintains water and wastewaterassets on over 1300 Ministry of Defence sites. Toimprove their service they introduced additionalcommunications, they improved theirpartnerships and increased customer feedbacktools. The introduction of a Customer CareTeam has led to increased accountability andresolution of customer issues.

Sponsors


Other category winners were Lebara, winner of the CustomerService category; and Eversheds, winner of the Marketing category.Other finalists were DPG, Eastpak, E.ON, Friends of the Earth,Nationwide, O2, Simplyhealth and Sony.

Beyond the Flight Deck is a uniqueprogramme being pioneered by British

Airways and their delivery partners,ORConsulting. It's based on a simpleprinciple: that when pilots provide small,well-timed acts of kindness for theircustomers, they make a big impression. Basedon in-depth research of pilots' experience, the

programme designed by ORConsulting equipspilots to think about customer interactions innew and imaginative ways. The results speakfor themselves: customer satisfaction, loyalty,and likelihood to recommend, all increased byas much as 11%. Multiply that across a largeand busy airline and this simple idea looksvery powerful indeed.

Beyond the Flight Deck

2013 Peer Awards for Customer Engagement Finalists


Building on SuccessThe Institute for Work Based Learning atMiddlesex University is recognised globally forleading-edge practice and research in WorkBased Learning and Professional Practice. TheInstitute works with organizations from manysectors and was proud to be a partner withGround Construction Limited (GCL) inwinning a Peer Award for Excellence in 2013.

The learning partnership with GCL proved tobe a great success. Following graduation, eachconstruction manager identified the positivebenefits and changes to work practice thatresulted from taking part in work-based learning.

The Institute for Work Based Learning is oneof only two higher education institutions toreceive funding from the Government'sHigher Apprenticeships Fund, to developHigher Level Apprenticeships in theconstruction industry.

The Institute worked with CITB ConstructionSkills, the University Vocational AwardsCouncil, employers and other partners todevelop a Higher Apprenticeship frameworkand foundation degree for constructionmanagers, helping to meet the need for

progression routes for professionals completingcraft level apprenticeships. The constructionindustry is set to benefit from around 1,200Higher Apprenticeships as part of the project.

Dr Darryll Bravenboer, Head of AcademicDevelopment at the Institute for Work BasedLearning, said: “Higher apprenticeships areconcerned with developing higher-level skillsand universities have a key role to play inworking with UK employers to transform thesectors they operate in. This initiative willprovide new opportunities for aspiringconstruction managers to gain industryendorsed university qualifications on the job.

The 2014 Finalists speak at thePeer Awards ConferenceThursday 25 June 2014

MetLife engaged globally with 5,000 multi-cultural employees using a single-page colourfulimage converted into a puzzle, mouse mats andscreensaver, to help drive team discussion.

Norton Rose Fulbright’s L&D curriculum assistswith integration and aligns their offices worldwidewith the business’s global strategy, so clientsreceive the same quality of service everywhere.

Napp Pharmaceuticals helps new managers beeven more effective in their roles via quarterlylearning sessions facilitated by the existingnetwork on new managers themselves.

National drug and alcohol charity staff gaininglearning and cultural experience with partnersin Europe.

Pilotlight works by leveraging the talent offuture business leaders at RBS to help smallcharities. The programme offers a new modelwith young graduate teams who can offer time,focus and innovative thinking to charitychallenges. Small charities with limitedresources apply to Pilotlight for strategic helpwith graduates placed in teams to developsustainable and ethical solutions.

By looking at what they need to operate amulti discipline wide ranging business moreeffectively, First Capital Connect have beenable to tailor their recruiting, training anddevelopment to better meet requirements.Traditionally the railway has had a low keyapproach to this area of its business. But with a

root and branch review they now have aprogramme that captures all aspect of thevaried work they carry out. Their staffretention has greatly improved as aconsequence, and they now offer clearprogression and development routes withintheir teams and at all levels.

Phoenix Futures is a national drug and alcoholcharity with a 40 year record for innovation.They constantly seek means of more effectivelyhelping people in need. Whether working inprison, residential or community settings theybelieve in striving to be the best not the biggest,and their passion for recovery is evident in

everything they do. Through working withpartners in Europe staff have been able todevelop personally and professionally, gainingfrom a broad range of new learning and culturalexperience, and by sharing best practice theyhave enhanced their own work and skills withservice users.

The winner of the 2013 Peer Award for People & Performance was ReedSmith with their “Creative Reverse Mentoring initiative spreadinglearning upwards in a business.” entry, which also won the StaffDevelopment category.

Other category winners were Nokia, winner of the Employee Engagement category;Vodafone, winner of the Internal Communications category; Ground Construction,winner of the Recruitment & Talent category; and HC-One, winner of theTechnology for People & Performance category.

Other finalists were AEG Europe, ASDA, BaxterStorey, Crawford,Direct Line, The Entertainer, Experian, InterContinental HotelGroup, MBNA, PDSA, RBS, Save the Children, the University ofCentral Lancashire, UKTV and Virgin Media.

People & Performance2014 Finalists



As the pioneer of food retail industry inTurkey, Migros’s main strategy is to providecustomers with a unique shopping experience,thereby increasing sales volume per squaremeter. The only way to achieve this is to havestore managers with the right skills and retailcompetencies in each of the almost 1,000stores across the country. The lack of anacademic program in Turkey to train retailmanagers, and Migros’s culture of cultivatingfuture managers from its own sources hasmade this strategy vital.

These challenges led Migros to redesign theirrecruitment process in 2011.

Firstly, they conducted focus group studies andassessments with their best performing storemanagers in order to map their DNA andcompetencies. Secondly, they designed theassessment tools to measure thesecompetencies objectively and trained theirrecruiting team accordingly. In order todetermine the ideal candidates; theyintroduce them to details of the positions,then assess with skill tests, group studies,personality inventory and competency basedinterviews. Thirdly, instead of hiringindividually on a sporadic basis, they havestarted scheduled collective hiring.

At the end of the first year store managers’hiring costs decreased by over 60%.According to their annual strategic HRplanning sessions, the number of potentialsfor the succession plan increased by over40%, and store managers’ turnover improvedby 30%.

Talent recruitment is now seen not an event,but rather as a systematic process to securegeneral and targeted individual competenciesand organizational capabilities that createsustainable value.

Creating Super(market) Value by Talent Recruitment

Reed Smith with

their winner’s plaque

2013 Peer Awards for People & Performance Finalists


Demir Aytaç, Migros CHRO

Ian Cowie,Chairman of SMEBanking for NatWestand RBS, said "RBSis proud to supportand host the 2014Peer Awards. Theyare a fantasticopportunity toshowcase innovationwithin British businesses and to share new ideas. At RBS, we aredetermined to support entrepreneurship and innovation whereverit happens – especially within the army of small and medium sizedbusinesses across the UK. Our core purpose is to serve thesecustomers well and the Peer Awards enable us to share some of theways we’ve been doing that. I look forward to welcoming allfinalists to RBS in June to hear about their initiatives too."


The ConferenceRBS HQ in the City, London

The CeremonyThe Waldorf Hilton, London

Partner Events

Our TeamRBS, the Conference Host Sponsors and Partners

ALISON INNES-FARQUHAR • ANASTASIA VINNIKOVA •AYUB KHAN • BEN CHUBB • CHRIS WOOD • COLIN HURST •DEBORAH GARLICK • EMMA CITRON • GRAHAM SMITH •JANE EAMES • JANE MOLLOY • JASON GOWLETT • JEREMY J.C. CROUCH • KIM CITRON • MICHELLE HAZELDINE • MIKECOLLINS • MIRA ARMOUR • NICK RUST • PETA YOUNG •SAMANTHA MCCARTHY • SHOLA AWOLESI • STEVE HURST• SUZANNE DOXEY • TOM ROBINSON • ULLA BAAGOE

The Peer Award Team, comprising previous years’ finalists andinvited consultants, stakeholders and supporters, advises finalists asthey prepare their conference presentations and helps ensure asuccessful conference and awards ceremony.

Supplement layout and production Jason Appleby, The Ark Design Consultancy

At Customer Experience Worldspeakers from Allianz, BT, IBM,Orange, Porsche and Vodafonediscuss “Being Good to Customers isGood Business”.

The World of Learning combinesextensive research with authoritativeinput from key industry figures,on vital issues facing the seniorL&D professional.

The Peer Awards are speaking and/or exhibiting at these events, and the Director will be available to discuss your entries

The Peer Awards are open for entries until just before the conference

Engage Customer’s Summit showcasessuccessful customer and employeeengagement strategies for retention,loyalty, and business performanceand profitability.

The Peer Awards are devised and run by Stephen Citron and Miriam Kenwww.thepeerawards.com

AWAR

DS

Enter for a Peer AwardSpeak at Conference. Be in the Independent

Attend ConferenceBe a Judge. Be Inspired

30 Sept & 1 Oct 2014

NEC Birmingham

Day 1Corporate Responsibility

Tuesday 24 June

Day 2Customer Engagement

Wednesday 25 June

Day 3People & Performance

Thursday 26 June

AfternoonChampagne Cream Tea

Monday 22 September

2013 creamtea ceremony

LONDON 2014

CUSTOMEREXPERIENCEWORLD

20-21 MAY 2014

FORMERLY ECEW

Documents

A PUBLICATION FROM THE PEER AWARDS ......15 Lebara 211 Strong Customer Retention by creating Memorable Experiences 16 intu Chapelfield 200 Reducing Reoffending by offering Prisoners