Benevolence, diversity and customer satisfaction — Elise Gouveia

In this podcast, Élise Gouveia, CEO of Kimberly Clark France, shares her expertise in leadership and human resources management.

Coming from a background combining sales and products, and with a long experience in England, Élise joined Kimberly Clark Professional in 2010 and then gradually gained in responsibilities. In 2020, she became the General Manager France.

With a career marked by a commitment to diversity, inclusion and customer satisfaction, Elise Gouveia offers crucial insights into modern management challenges and the transformation of HR practices. This interview discusses the challenges and opportunities that HR professionals face in an ever-changing business environment.

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Plan of the episode

00' — Introduction
02'06 — Personal and professional development
06'46 — The 3 major human challenges of tomorrow
08'56 — The link between people and business
12'10 — The search for meaning in business
13'31 — Innovation & business
17'50: Setting strategic priorities
19'59 — How to continue to adapt
22'05 — Creating committed teams
23'22 — Balancing kindness and high standards
25'32 — Diversity and inclusion
31'06 — The power of internal mobility

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Part 1: Diversity and Inclusion

Élise Gouveia highlights the critical importance of diversity and inclusion in the business world. “By valuing diversity, we open the door to new ideas and approaches,” she says, stressing how these practices reinforce innovation and creativity within the company. She points out that “Diversity is not an option, it is a business imperative”, to express how these elements are essential for growth and competitiveness.

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Part 2: Customer Satisfaction

Elise Gouveia directly connects customer satisfaction to the diversity and well-being of employees. She explains that diverse and successful teams are better equipped to understand and meet the varied needs of customers. She establishes a direct link between employee well-being and customer satisfaction, saying that “a happy employee is the key to a happy customer.” This relationship highlights the importance of a positive corporate culture.

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Part 3: Continuing Education and Skills Development

The importance of continuing education is another key point emphasized by Elise. “Investing in skills development is investing in the future of the company.” she recalls. It highlights how continuing education contributes to the adaptability and growth of employees.

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Key Points to Remember

In the interview, Élise Gouveia articulates a vision of HR where diversity, customer satisfaction, and continuing education are not isolated concepts, but elements of a global strategy.

She insists on the importance of “creating an environment where every voice counts”, stressing that diversity of opinions and experiences enriches the company. Customer satisfaction then becomes a reflection of a healthy and dynamic corporate culture. Finally, she mentions continuing education as a strategic investment. These elements suggest a redefinition of roles in HR, involving a more integrated and strategic approach to talent management and development.

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Advice from Élise Gouveia

• To guarantee the commitment of your teams, rely on caring leadership. Establish a climate of trust, transparency and autonomy. Kindness does not mean abandoning the rigor of results, but rather combining it with an open and respectful approach. Encourage accountability, encourage constructive feedback, and you will see that this approach will strengthen the overall performance of your business.
• Take diversity into account in all its forms in your HR strategy. It has an impact on innovation and competitiveness. To convince your management teams, quantify the returns on investment of inclusion and implement policies that promote the integration of diverse talent.
• Focus on internal promotion. Identify existing talent and create non-linear growth opportunities. Engage your HR team to develop personal development programs, provide mentors, and encourage unique experiences. You promote the engagement of your employees and strengthen the attractiveness of your company by creating memorable professional stories.

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The quotes from the episode

• “We have studies that prove that management teams with greater than average diversity are 19% more innovative. So why deprive yourself of it?”
• “The candidate is much stronger, much more likely to choose what he or she wants to do based on the values of the company.”
• “You have to put the customer at the heart of the strategy. As we say in our companies: customer centricity. That is to say the customer, the customer and the customer! And above all, to keep in mind the correlation that exists between the customer experience and the result.

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Conclusion

HR professionals must navigate a complex landscape, where the balance between diversity, customer satisfaction, and skill development is crucial. This reflection opens up questions about the best way to integrate these strategies into varied corporate cultures, a major challenge for future HR leaders.

To connect with Elise Gouveia, find her on Linkedin.

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Watch the episode with Elise Gouveia on YouTube

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