Biography
Doug Shaw runs What Goes Around Limited, a company which uses a number of innovative and proven employee and social engagement techniques to help organisations improve financial and business performance, and customer service. Doug has a background in sustainability, employee engagement, and sales.
Previously, Doug established and led the sustainability team for BT Wholesale. Under his leadership the team delivered profitable business for BT and its customers, and considerable cost savings (upwards of £3m). Doug worked extensively with a major customer collaborating on a sustainability programme. This directly implemented customer satisfaction scores improving from 71% to 90% in the space of 18 months. The customer referred to the work as “an excellent customer experience”.
In 2008 Doug researched and co-wrote the chapter on stakeholder engagement for BT’s annual sustainability report. The Dow Jones Sustainability Index judges awarded BT top spot in sector for the 8th year running; citing the outstanding work on stakeholder engagement.