Foster enterprise, brand, and CX transformation through employee education, activation, and encouraged behavior change.
We developed a cohesive suite of tactics to drive empathy and encourage behaviors in line with the new brand strategy and employee value proposition.
Our team worked as an extension of their core team, prompting greater synergy, aligning agendas, and removing silos that could traditionally hinder progress across many departments. Ensuring internal campaign materials and activities reflected external messaging, we were able to increase employee confidence in and expedite the adoption of the new brand platform and CX principles.
Over nine weeks, we created a campaign system that revolved around the everyday behaviors big or small that build a customer-centric culture, ultimately making the enterprise transformation more tangible, attainable and ownable for staff.
Stages of Change Model
Through interactive activities and immersive experiences, we helped their employees take ownership, understand how their daily behaviors can make a difference in customers’ lives, and why CX is essential. On an individual level, we empowered each employee to make a difference in the broader transformation.
Together, we identified a success dashboard with key metrics to measure behavior change and map to each tactic across the life of the campaign. Also, we delivered a campaign calendar to provide a roadmap for execution.
The campaign system and artifacts were socialized with senior leadership on Brand, CX, Marketing, and Executive teams, creating excitement and anticipation for launch. Lastly, we partnered with HR to develop a new hire onboarding process to ensure the next generation of employees can represent the brand well and become empathy experts from day one.
Campaign System
