Elevating Employee Experience to Improve Customer Experience

Industry
Media, Entertainment, and Communications
Company
Fortune 100 Media, Entertainment and Communications Company
Timeline
8-month engagement

The Business Challenge

One of the largest media, entertainment, and communications companies in the US was under nationwide scrutiny for negative customer experiences, declining satisfaction, and poor NPS scores.

Adopting a “Learn from the Best” Approach

Humbled by their poor public ratings, many initiatives to improve customer experience were already underway when Aveus began working with this client. Aveus designed an approach to knit together – not duplicate – activities underway in a cohesive context; raising up and explaining ideas that were already showing signs of effectiveness in the field and exposing disconnects in the 40,000+ sales employee experience that were inhibiting progress in improving the customer experience.

Focusing on the Right Metrics

Like many organizations struggling with experience challenges, this company had thrown significant resources and effort into outcomes data and performance measures with little focus on progress metrics to connect actions to specific outcomes. Together we prioritized sources, created “listening posts” to capture dynamic activity and results, and created a simple objectives-based dashboard to inform daily decisions and actions.

Developing Internal Competencies

Working with the corporate sales CX team and a core team of cross-functional leaders, we developed and executed a new sales framework that built experience-based competencies and alignment across all sales channels and geographies. Aveus mentored the corporate sales CX team as they led the field implementations. We also recommended practice and policy changes that elevated the employee experience, increasing employee freedom to act and enhancing their ability to solve customer needs.

The results?

By elevating the employee experience through the sales framework that was adopted and deployed, focusing on key progress metrics, and connecting disparate CX initiatives, customer experience has improved. Once at the top of “America’s Most Hated Companies” list, the company does not even appear on the list today.

Additional Benefits Realized

Beyond the direct experience results, the company achieved leadership alignment across all sales channels and geographies and shifted from “boiling an ocean of data” to a progress dashboard that can support ongoing improvements as the company continues its experience improvement efforts.

Engagement Timeline (8 Months)

The thing that I most liked is that the really smart folks that met with us on day one stayed through the project. You all remained thoughtful and strategic in your approach to our work, but also got tactical when needed. I appreciate how smart and thought provoking you are while being real at the same time.

Executive Director, Consumer Engagement

Fortune 100 Media, Entertainment and Communications Company
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