Crispin Manners, Chief Executive, ONVA

10:45 CASE STUDY: Travelport . How employee engagement improved business processes, employee advocacy and reduced costs

Crispin Manners is a recognised authority in harnessing the power of Word-of-Mouth as part of an integrated communications strategy. By working with leading specialists, Crispin has developed a breakthrough methodology for increasing the recommendability of products, services or brands. He is the architect of the UK first in consumer engagement developed for the Simple beauty brand, launched in April 2007 which won the inaugural Web 2.0 award from the PRCA in November 2007and the Sabre Award in May 2008.

He has also taken the Net Promoter Score (NPS)* – the world-class metric developed by Bain & Company and Satmetrix, that identifies the recommendability of a product, service or brand – and adapted it to become an invaluable ‘listening’ technique for brands. He has embedded NPS as the foundation research technique for Onva’s consumer and employee engagement methodology.

Crispin has over 25 years experience in delivering PR solutions for brands as diverse as 3Com, Simple and Unilever and is the creator of the award-winning communications planning and management regime – ValueFlow – that won his firm Kaizo the accolade of the UK’s Innovative Company of the Year in 2003.

He became CEO of The Argyll Consultancies PLC in 1990 and during his tenure (he stepped down to focus on innovation in April 2007) he led the company to be the fastest growing PR company in the UK in 1991, the No.2 performer over a decade in 1997 and of the Top 5 PR firms to work for. In 2001 his company was ranked Ofex Company of the Year.

He is a past Chairman of the Public Relations Consultants Association (PRCA), a Fellow of the Chartered Institute of Public Relations (CIPR), a Freeman of the Guild of PR Practitioners and Chairman of the European region of the Worldcom PR Group. 

•Customer Engagement and Contact Centres

•Customer Engagement, strategies and operations across all channels

•Mobile and Social Media Engagement

•B2B Engagement

•Online Customer Engagement

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