Just You launches travel trade solo experience

Just You launches travel trade solo experience

Friday, 21 October 2016 14:00

Just You h...

Spontaneous people are happier according to Snaptrip survey

Spontaneous people are happier according…

Friday, 21 October 2016 11:00

Spontaneous people are often believed to lead more exciting or glamorous lifestyles and a new study has confirmed that they are happier in all aspects of their lives.

Top Brighton attractions on Combi-Saver tickets for half term

Top Brighton attractions on Combi-Saver …

Friday, 21 October 2016 09:00

Visitors to Brighton this October half term can save up to 20% on its top three paid-for attractions with combination tickets now available for British Airways i360, SEA LIFE Brighton...

Free cabin upgrades with Cosmos Tours

Free cabin upgrades with Cosmos Tours

Thursday, 20 October 2016 14:00

There still’s time for agents to book a Croisieurope river cruise for their customers with a free cabin upgrade on a range of river cruises throughout Europe, when booked with...

Last minute autumn breaks available at Haven

Last minute autumn breaks available at H…

Thursday, 20 October 2016 11:00

Agents can still give their customers a last minute family break this autumn from £99 when booking a Haven holiday between now and November 5.

Skiers urged to head east for best piste costs reveals new report

Skiers urged to head east for best piste…

Thursday, 20 October 2016 08:00

Cash-conscious skiers can avoid the slippery slope of higher prices for their annual downhill trip by heading to ski resorts in Eastern Europe.

Design an anniversary poster for DFDS competition

Design an anniversary poster for DFDS co…

Wednesday, 19 October 2016 14:00

Ferry operator, DFDS, is putting out a call to professional and amateur artists to create a poster that will be used in their 150th anniversary celebrations this year.

Savings on worldwide adventures with Explore

Savings on worldwide adventures with Exp…

Wednesday, 19 October 2016 11:00

Explore has launched a new collection of worldwide adventures with a launch offer of up to 10% discount on all new trips booked by November 7.

New route to Seattle makes it one to watch for 2017

New route to Seattle makes it one to wat…

Wednesday, 19 October 2016 09:12

Seattle is expected to be one of the fastest growing US destinations for UK travellers next year with a Virgin Atlantic direct non-stop daily flight launching March 2017, new hotel...

Air Transat launches 2017 programme with increased connections across Canada

Air Transat launches 2017 programme with…

Tuesday, 18 October 2016 14:04

Air Transat has expanded its programme of flights from the UK to Canada with increased capacity and connections for travel in 2017.

Oceania Cruises reduces single supplement fares

Oceania Cruises reduces single supplemen…

Tuesday, 18 October 2016 14:02

Oceania Cruises has launched a reduced single supplement promotion for solo travellers, with guests offered single supplements fares from 25% on seven itineraries, booked before December 31.

Mall of America welcomes arrival of MythBusters

Mall of America welcomes arrival of Myth…

Tuesday, 18 October 2016 14:00

Running throughout autumn until January 15, 2017, visitors can ignite their curiosity and discover whether they can really huff and puff to blow a house down; if running in the...

Emirates to launch new daily service to Fort Lauderdale

Emirates to launch new daily service to …

Monday, 17 October 2016 11:00

Emirates has announced that it will launch a daily service between Dubai and Fort Lauderdale-Hollywood International Airport, on December 15, serving the South Florida area, including Fort Lauderdale, Miami and...

New tours in UK & Europe from Back-Roads Touring

New tours in UK & Europe from Back-R…

Monday, 17 October 2016 08:42

Small group tour specialist Back-Roads Touring has launched its summer 2017 brochure to reveal a unique line up of new itineraries in Switzerland, Scandinavia, the Baltics, France, Iberia and Russia.

Star studded cruise line up from CMV in 2017

Star studded cruise line up from CMV in …

Friday, 14 October 2016 10:16

Cruise & Maritime Voyages has announced five star-studded cruises for 2017 following the arrival of its new main brochure.

Non-stop flights to Manchester from SIA

Non-stop flights to Manchester from SIA

Friday, 14 October 2016 10:11

Singapore Airlines will fly non-stop between Singapore and Manchester from October 30 as part of its northern winter schedule.

Whether it is online travel agency Orbitz, which last year was named as the best company in the travel sector to work for, or SouthWest Airlines with its flexible working, travel and medical benefits, and ongoing career development, or the Four Seasons hotel chain with its friends and family discounts, there is no shortage of companies in the travel sector that are investing significant amounts of time and money in building a strong culture.

It is not only in our sector that this is happening. Look at employee-owned John Lewis, or Google with its famous mantra “Do No Evil” or Patagonia’s employees popping out for an impromptu rock climb. It is clear that the issue of culture is making its way up the corporate agenda across the world and in a wide range of different sectors.

Concrete evidence
Why is this? These are, after all, commercial entities driven by the profit imperative. They are not focusing on culture just to be nice. Have they been led astray by the army of consultants who are continually telling us that a strong company culture is the cornerstone of a successful, and profitable company? Or is this actually the case? Are they at the cutting-edge of business thinking?

It is remarkable that such investment has taken place in the face of such a shortage of concrete evidence that making these investments in culture actually produces commercial results. So, we at TELUS International Europe worked with consultants Frost & Sullivan on a white paper that aims to quantify the link between the development of an effective company culture and an uplift in profits.

The culture value chain
This study concluded that there is a culture value chain. A positive corporate culture increases employee engagement which in turn means that fewer people leave, which has positive effects on customer satisfaction, and the end result is topline growth.

Crucially, it is possible to put numbers next to each of those factors. Most businesses already have in place processes for measuring employee engagement, staff attrition, customer satisfaction – through Net Promoter Score or customer satisfaction surveys – and topline growth. The key is to draw the links between these factors to see how enhancements to corporate culture feeds through to topline growth.

The specific actions that each company takes to build that culture will vary greatly and it is vital to select the policies, activities and so on that will genuinely inspire your employees, but key areas to consider are employee benefits, internal communication and social responsibility. These are all areas that we at TELUS International work hard on to good effect.

12% revenue growth
For example, in our work with one company in the social gaming space the strong culture we built led to an employee engagement rate of 80%, employee attrition fell by 7.1% over just 12 months, while Net Promoter Score increased by 26%, from 44.28% to 70.26%, and the end result was a 12% increase in revenue.

This is the culture value chain in action. It is not a one-off example either. According to Gallup’s 2013 ‘State of the American Workplace’, the top 25% most highly engaged organizations continue to have significantly higher productivity, profitability, customer ratings, lower turnover and absenteeism, and fewer safety incidents than those in the bottom 25%. (Source:, 2013)

Measuring and tracking all of the positive impacts of engagement can be challenging, but our experience and our white paper makes it clear that there are many benefits of doing so. As more and more companies in the travel sector build clear metrics on the link between culture and profits we can expect to see ever greater focus on corporate culture.

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