{"id":350,"date":"2021-06-08T00:38:55","date_gmt":"2021-06-08T00:38:55","guid":{"rendered":"https:\/\/www.biworldwide.com\/en-au\/?post_type=case-study&#038;p=350"},"modified":"2025-04-03T15:03:46","modified_gmt":"2025-04-03T04:03:46","slug":"getting-an-engaged-tone","status":"publish","type":"case-study","link":"https:\/\/www.biworldwide.com\/en-au\/our-work\/case-study\/getting-an-engaged-tone\/","title":{"rendered":"Getting an engaged tone"},"content":{"rendered":"\n<p><\/p>\n\n\n<div class=\" has-content-align-left has-overlay has-overlay--light alignwide wp-block-biw-block-theme-hero\">\n\t<div class=\"biw-hero__grid\">\n\t\t\t\t\t<div class=\"biw-hero__breadcrumbs\">\n\t\t\t\t<div id=\"breadcrumbs\" class=\"breadcrumb-nav__wrapper\"><span class=\"breadcrumb-nav\"><span><a href=\"https:\/\/www.biworldwide.com\/en-au\/\">Home<\/a><\/span><\/span><\/div>\t\t\t<\/div>\n\t\t\n\t\t\t\t\t<div class=\"biw-hero__media has-dynamic-border-radius\">\n\t\t\t\t\t\t\t\t\t<div class=\"biw-hero__overlay overlay-light\"><\/div>\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"http:\/\/live-biw-main.pantheonsite.io\/wp-content\/uploads\/2025\/02\/CaseStudy1-1440x600-1.jpg\" alt=\"A person in a yellow sweater is writing on a financial report with charts and graphs, using a pen. Their other hand is on a laptop keyboard. The background is blurred.\" class=\"biw-hero__bg-image\" style=\"object-position: 50% 50%;\">\t\t\t<\/div>\n\t\t\t\t<div class=\"biw-hero__content\">\n\t\t\t\t\t\t<h1 class=\"biw-hero__title\" style=\"line-height: 1.2\">\n\t\t\t\tCASE STUDY: Getting an engaged tone\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t\t<div class=\"biw-hero__text\">\n\t\t\t\t\t\n\n<p>A telecommunications client needed our help to lift engagement and develop a culture of recognition, specifically within the retail department. Learn how a strategic initiative based on proven behavioural science led to immediate results.<\/p>\n\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignfull  has-background-angle-to-left bg-angle-action  layout-columns-10 has-global-padding is-layout-constrained wp-container-core-group-is-layout-0b5f5b40 wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-7ee84d44 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-container-core-column-is-layout-119bc444 wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading is-style-overline-text is-style-overline-text--1\">Impact<\/h2>\n\n\n\n<p class=\"is-style-intro-large-text is-style-intro-large-text--2\">The team was triggered to quickly embrace the program in ways that fit their organisation&#8217;s culture, earning rewards that mattered to&nbsp;<em>them \u2014&nbsp;<\/em>resulting in the desired &#8216;re-engagement&#8217; within a few short weeks.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-container-core-column-is-layout-0ab540ad wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group is-layout-grid wp-container-core-group-is-layout-dad2828d wp-block-group-is-layout-grid\">\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-e0082cf6 wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading is-style-overline-text is-style-overline-text--3\">Industry<\/h2>\n\n\n\n<p>Telecommunications<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-e0082cf6 wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading is-style-overline-text is-style-overline-text--4\">Problem space<\/h2>\n\n\n\n<p>Employee engagement<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-e0082cf6 wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading is-style-overline-text is-style-overline-text--5\">Services<\/h2>\n\n\n\n<p>Communications<\/p>\n\n\n\n<p style=\"padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px\">Recognition<\/p>\n\n\n\n<p style=\"padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px\">Rewards<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-e0082cf6 wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading is-style-overline-text is-style-overline-text--6\">Technology<\/h2>\n\n\n\n<p>DayMaker<\/p>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<span class='background-angle-wrapper'><svg fill='none' viewBox='0 0 1728 699' xmlns='http:\/\/www.w3.org\/2000\/svg'><path d='M1728 0H0V294.923L1728 698.43V0Z' fill='url(#69da1e0865096)'\/><defs><linearGradient id='69da1e0865096' x1='1738.8' x2='1701' y1='717.27' y2='15.023' gradientUnits='userSpaceOnUse'><stop stop-color='#6D28D9' stop-opacity='.3' offset='0'\/><stop stop-color='#6D28D9' stop-opacity='0' offset='1'\/><\/linearGradient><\/defs><\/svg><\/span><\/div>\n\n\n<p>Employee recognition is about much more than simply creating a workplace feel-good factor. There is an abundance of research demonstrating the impact regular and meaningful recognition can have on productivity, profitability, quality, and sales growth.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Engaged employees have&nbsp;<strong>18% higher productivity<\/strong>&nbsp;and&nbsp;<strong>60% higher quality<\/strong>&nbsp;than under-engaged employees (Insync Surveys)<\/li>\n\n\n\n<li>Companies in the top quartile of engagement scores had&nbsp;<strong>50% higher<\/strong>&nbsp;total shareholder return than the average company (Aon Hewitt)<\/li>\n\n\n\n<li>A study of Fortune 100 companies revealed a&nbsp;<strong>1,000% increase<\/strong>&nbsp;in errors among disengaged versus engaged populations (Journal of Business Strategy)<\/li>\n\n\n\n<li>Each incremental percentage of employees who become engaged predicts an&nbsp;<strong>incremental 0.6% growth in sales&nbsp;<\/strong>(AON Hewitt)<\/li>\n<\/ul>\n\n\n\n<p>A telecommunications client put this to the test by implementing a robust recognition strategy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Challenge<\/h3>\n\n\n\n<p>Manager and employee engagement and recognition activity continued to decline over a sustained period, impacting staff satisfaction, turnover, culture, and productivity. The company needed to lift engagement and develop a culture of recognition, specifically within the retail department. It was seen as a&nbsp;<em>re-engagement<\/em>&nbsp;strategy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Solution<\/h3>\n\n\n\n<p>A comprehensive strategy of employee engagement and recognition solutions, backed by behavioural science and offering motivating rewards. Each aspect of the program linked to specific principles in behavioural economics that have been proven effective through our many years of research.<\/p>\n\n\n\n<p>Several key behavioural principles were applied to this program, including those detailed below:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"735\" src=\"https:\/\/www.biworldwide.com\/en-au\/wp-content\/uploads\/sites\/6\/2025\/01\/principles-solutions-1024x735.png\" alt=\"Behavioural economics infographic\n\" class=\"wp-image-355\" style=\"width:505px;height:auto\" srcset=\"https:\/\/www.biworldwide.com\/en-au\/wp-content\/uploads\/sites\/6\/2025\/01\/principles-solutions-1024x735.png 1024w, https:\/\/www.biworldwide.com\/en-au\/wp-content\/uploads\/sites\/6\/2025\/01\/principles-solutions-300x215.png 300w, https:\/\/www.biworldwide.com\/en-au\/wp-content\/uploads\/sites\/6\/2025\/01\/principles-solutions-768x551.png 768w, https:\/\/www.biworldwide.com\/en-au\/wp-content\/uploads\/sites\/6\/2025\/01\/principles-solutions.png 1209w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Research shows employees are motivated when they feel appreciated and recognised for their contributions in ways that matter to&nbsp;<em>them<\/em>. The key is applying a&nbsp;<a href=\"https:\/\/www.biworldwide.com.au\/strategy\/design-code\/\">human-centric design focus<\/a>, exploring the real needs of employees and how they interact within the organisation. Successful engagement initiatives also recognise the importance of involving managers and team leaders as key stakeholders in the program. Managers are essential in supporting meaningful sustained cultural shifts to inspire teams and drive the innovation that leads to measurable business results. Middle managers, in particular, can have a dramatic impact on organisational culture through their direct involvement in the daily lives of their teams.<\/p>\n\n\n\n<p>In this case, managers were given the flexibility to publicly recognise and reward employees at their own discretion \u2014 both via the&nbsp;<a href=\"https:\/\/www.biworldwide.com.au\/employee-engagement-solutions\/employee-recognition-platform-daymaker\/\">platform<\/a>&nbsp;issuing awards points and outside the platform using&nbsp;<a href=\"https:\/\/www.biworldwide.com.au\/research\/blog\/on-the-spot-cards\/\">On The Spot<\/a>&nbsp;cards (branded physical cards pre-loaded with awards points).&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Results<\/h3>\n\n\n\n<p>Leveraging our extensive knowledge in behavioural science ensured the initiatives had a high chance of success. The team was triggered to quickly embrace the program in ways that fit their organisation&#8217;s culture, earning rewards that mattered to&nbsp;<em>them \u2014&nbsp;<\/em>resulting in the desired &#8216;re-engagement&#8217; within a few short weeks.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>500% lift in recognitions<\/li>\n\n\n\n<li>300% increase in the average daily logins<\/li>\n\n\n\n<li>100% of managers frequently sent recognition<\/li>\n\n\n\n<li>Retail department became the top-performing department in unique recognitions sent<\/li>\n<\/ul>\n\n\n\n<p>The good news didn&#8217;t stop there. The cultural shift brought about by this strategic recognition initiative led to immediate business improvement.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>$130,000<\/strong>&nbsp;in business savings<\/li>\n\n\n\n<li>Team member engagement improved by&nbsp;<strong>65%<\/strong><\/li>\n\n\n\n<li><strong>3%<\/strong>&nbsp;reduction in 30 day first call resolution results<\/li>\n\n\n\n<li><strong>2%<\/strong>&nbsp;reduction in 10 day first call resolution results<\/li>\n\n\n\n<li><strong>6,000<\/strong>&nbsp;fewer customer calls<\/li>\n<\/ul>\n\n\n\n<div style=\"height:0\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>A telecommunications client needed our help to lift engagement and develop a culture of recognition, specifically within the retail department.<\/p>\n","protected":false},"featured_media":354,"template":"","meta":{"case_study_logo":0,"unique_title":"Getting an engaged tone","unique_cta":"","featured_image_focal_point":{"x":0.5,"y":0.5},"footnotes":""},"content-topic":[20,9],"problem-space":[6],"class_list":["post-350","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","content-topic-employee-performance","content-topic-recognition","problem-space-employee-engagement"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.2 - 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