Story of our Work

Engaging Employees of a Global Office and Print Services Organization to Deliver an Outstanding Customer Experience

Challenge:  Recent assessments showed that employees of a global office and print services organization did not feel that the company was providing them with the rewards and tools necessary to succeed.  Employees' lack of understanding of how they fit into the larger picture coupled with weak retention rates translated into a poor customer experience.  Our client sought to develop a change strategy to drive a cultural transformation and business turnaround.

Solution:  Utilizing traditional and non-traditional data collection methods, Ketchum Pleon Change conducted an audit to evaluate the effectiveness, efficiency and credibility of our client's internal communication function, channels and processes.  With an advanced understanding of communication preferences, we developed a comprehensive change and communications plan including key messages, timing, tactics and audience groups.  Ketchum Pleon Change created a strategic leadership delivery plan for broad-based executive support, including an Officer Visibility Blitz leveraging innovative meeting tools for a unique and consistent employee experience in all districts.  To engage managers, we developed and launched a Manager-As-Communicator program to specifically improve managers' communication skills and equip them with tools to more effectively deliver key strategic messages to employees.

Results:  The focus on people has paid off; company-wide turnover declined over nine percent from the previous year and manager retention numbers have reached a record high.  In turn, customer experiences saw a significant benefit, as our client exceeded their Service Quality goal by over thirteen percent year-to-date.  Additionally, the company was named one of the "Best Places to Work" by the Dallas Business Journal and ranked third in the Office Supplies category for customer service in the People's Choice Awards by Chain Store Age, a retailing trade magazine.