Organizational Culture and Values
Challenge: A global sports and entertainment firm underwent an ownership change. The new CEO wanted to make his mark on the organization by articulating mission and values to the hundreds of people who directly interface with customers. He also wanted to instill pride in serving the customers in a way that had previously not been done. The marketing director, who was tasked with this assignment, had no experience to draw upon.
Solution: We consulted with the executive team to clarify the messaging that he wanted to convey. Then, we created a program that communicated the firm’s mission and values, along with a specific customer-focused initiative that the employees could “own” and feel proud of. We conducted eight trainings over a ten-day period, and kicked off a year-long employee recognition program based on customer satisfaction.
Outcome: We created a new customer-service and employee recognition program based on the organizational mission and values. In its first year, over 50 employees received public recognition for their contributions, and the organization made great strides in upgrading their customers’ experiences.