Liverpool Football Club

Challenges

• Improve the effective management of employee performance and increase employee satisfaction
• Implement a customer service experience to match and grow a world-class brand

What we did

• Undertook a bespoke Employee Satisfaction research programme to identify key improvement areas
• Conducted Customer Feedback exercise in the Club’s Retail Stores to understand the Customer Experience and key priorities for improvement
• Expanded success measures beyond purely financial metrics through the implementation of a Balanced Scorecard. 
• Delivered a Programme to create a culture of high performance and customer orientation across all levels of employee
• Implemented a Performance Management framework linked to the Balanced Scorecard for all employees

Results

• Significant improvement in employee performance and engagement. Achieved through:
  • Clear performance objective setting
  • Regular coaching and reviews
  • Implementing a structured but informal internal communications process
• Consistently increasing customer satisfaction and exponential growth in Retail Sales
• Programme being rolled out throughout the Club.

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