Ethos Farm is delighted to announce that its amazing Guest Services Team at Battersea Power Station has picked up the Engage Customer Award in the category of 'Employee Engagement for Customer Service.
At Ethos Farm, our mission is to empower our colleagues to deliver extraordinary customer service so we're proud to see our approach to culture and People plan recognised, inspiring our teams to deliver elevated experiences for guests.
In a Q&A with Engage Customer, Scott Fuller, Associate Director for Consultancy at Ethos Farm, shares his insight into what made the winning entry:
Congratulations on your Engage Awards win! Can you tell us a little bit more about the project that shaped your entry?
Our submission focused on our role working with Battersea Power Station Development Company, for whom we developed the People & Placemaking strategy and then delivered the Guest Services product.
London’s iconic Grade II* listed Battersea Power Station opened in October 2022 and welcomed over 11.2 million guests in 2023; together with the surrounding area it is now one of the world’s most exciting and innovative mixed-use neighbourhoods - a place to shop, eat, drink, live, work and play.
As the providers of the Guest Services product we have supported the growth of footfall, high levels of guest satisfaction and a 2024 TripAdvisor Travellers’ Choice Award Win.
Our positive impact has been influenced by Ethos Farm's approach to employee engagement and customer satisfaction.
What motivated you to pursue this initiative, and why do you think it stood out?
At Ethos Farm, we’re specialists in employee and customer experience with strategic and operational expertise. We put people at the heart of every great experience; our mission is to empower employees to deliver extraordinary customer service, creating loyalty and differentiation for brands.
We believe our award submission stood out because we were able to demonstrate the breadth of our capability, the measurable impact we delivered and how our initiative was part of the success of such an iconic destination and aligned to our mission.
What were the biggest challenges you faced during this journey, and how were they overcome?
Bringing a new asset to life, driving footfall and growing revenue can be a challenge. We needed to learn and adapt to an evolving site, build relationships with partners, understand our guests and refine our service delivery to meet their needs, whilst embracing changes to our ways of working as we’ve continuously improved our proposition to position ourselves as local CX experts.
We needed to be flexible, resilient, innovative and energetic in our approach to overcome these challenges and relentless in our mission to nurture a highly capable team who feel valued and enabled to deliver exceptional guest experiences.
We achieved phenomenal results thanks to a clear plan and crucially the spirit, passion and commitment of our thriving team.
How has this initiative impacted customers and employees?
In our award submission we evidenced with data how our initiative positively impacted customers, employees, client and our business performance, helping to different us from the competition and winning us a strong reputation.
Specific measures spanned customer satisfaction, employee satisfaction and attrition, financial performance, operational quality, community and charitable impact and external recognition.
What does winning this award mean to everyone at Ethos Farm?
The kudos of an Engage Award for Ethos Farm recognises the team’s significant achievements, outstanding commitment, collaboration, and enthusiasm and energises them for the future. At a company level it gives credibility to our work and approach, demonstrating the quality of what we deliver to help us strengthen our reputation with existing and future clients.
What advice would you give to other companies striving for similar success?
We have three pieces of advice:
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