Case Study: Financial

Case Study

BI helped this customer build a culture of recognition, reinforcing the brand experience for its 25,000 employees.

Results

  • Successful pilot in three centers with 1,200 employees.
  • Trained 3,500 managers and supervisors prior to system launch.
  • Forty-two percent of all employees accessed Web site within the first seven weeks of operation.
  • More than 10,000 documented recognition transactions during the first seven weeks of operation.

Due to fiercely competitive market, demanding consumers and a rapid rise in direct marketing channels in the market place, this financial company was in a war for market share.

Issues

  • Build a culture of recognition that reinforces the brand experience for 25,000 employees throughout all levels of the enterprise.
  • Support employee retention and productivity goals.
  • Effectively manage investments in employee initiatives.

Solution

  • BI designed a program that accelerate the communication, understanding and delivery of the brand experience for all employees through a systematic recognition process.
  • BI developed a custom Web site to ensure access to the recognition system for all employees and managers. The brand experience web site serves as:
    • A turnkey resource for employees to learn more about brand expectations and goals.
    • An automated system to recognize brand heroes, for both employees and managers.
    • A measurement tool to track and record brand behaviors by site, business group and overall.
    • An educational resource to teach managers and supervisors what behaviors are needed to deliver the brand experience.
    • A vehicle to solicit feedback for continuous improvement.