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 the customers. He also wanted to instill pride in serving the customers in a way that had previously not been articulated. The marketing director who received this assignment had no experience to draw upon.

Solution: We consulted with the marketing director to create a program that emphasized 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 focus of employee recognition based on customer focus.

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.