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David Vaughton

EEF Venues

Director of venues

Read more from David Vaughton

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Why talent development has to be embedded into strategic objectives


Talent is an important differentiator for any company, but particularly for any organisation that values its reputation for customer service excellence. If achieving happy, satisfied customers is a goal, talent development has to be embedded into a company’s strategic objectives. It has to underline everything you do because training is about creating a mind set to make a difference to every single customer’s journey.

Keeping talent development at the heart of the business is about getting people engaged and motivated and creating those moments of truth that customers remember and return for. 

The business benefits are many:

Better control over performance

By aligning talent management and customer service excellence with business strategy, an organisation reaps the benefits of enhanced loyalty and reputation, more stability and better control over performance.

More consistency

Providing development training for managers improves the capability and productivity of team members, resulting in more consistency of quality and service levels.

Improved motivation

As a manager, you are your people. The greatest test of a good manager is that if everything runs smoothly in their absence. An informed and motivated manager gets the best out of people, who in turn, want to be the best at what they do, so there is a clear knock-on effect on everyone’s performance.

Invested and engaged staff

Investment in training creates customer service heroes who happily uphold your vision and values.

Higher standards

Talent development raises the bar for everyone. It takes people out of their comfort zones and pushes them to raise their standards and expectations.

Succession planning

On-going training ensures you plan for the future by viewing the bigger picture, anticipating on-going skills gaps and creating deep pools of talent across the business – so vital in succession planning. The satisfaction acquired from giving young talent a chance to progress in their careers is priceless.

Improved staff retention

Nurturing the next generation and helping them to realise their aspirations though training has impact on staff retention and motivation.

Customer service excellence

If input equals output, then happy staff equals happy customers.

Author Profile Picture
David Vaughton

Director of venues

Read more from David Vaughton

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