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The Mitchell Way Day 2013 by Denise Lee Yohn
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The Mitchell Way Day 2013 by Denise Lee Yohn

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B2B company Mitchell International staged a high-energy, interactive brand engagement experience to inspire and orient employees on the customer experience.

B2B company Mitchell International staged a high-energy, interactive brand engagement experience to inspire and orient employees on the customer experience.

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  • 1. the mitchell way day 2013how a B2B company engaged its workforce in optimizing the customer experienceby denise lee yohn
  • 2. MitchellInternational isNorth Americasleading providerof Property & The Mitchell Way Day engagedCasualty claims company associates in a high-technologysolutions with energy, interactive experience tomore than 1,700 inspire and orient them on theassociates customer experience.throughout theUnited States andCanada.
  • 3. Participants spun a wheel to determine how many stepsthey could advance in the customer journey laid outbefore them.
  • 4. Along the way, the learned about stages in the customerjourney and earned prizes.
  • 5. The journey introduced them to user personas --descriptive models of Mitchell users that illustrate whatthey are motivated to accomplish and why.
  • 6. It also exposed them to actual customer comments,reinforced the company’s core beliefs, and included alittle fun.
  • 7. Participants ended the customer journey in BrandPromoter Land, which tied to one of the company’s keymetrics, Net Promoter Score.
  • 8. The game culminated in a unifying message.
  • 9. The MitchellWay Day alsofeatured anexhibit hall ofscience-fairstyle displayscreated byeach companydepartment todemonstratehow itpositivelyimpacts thecustomerexperience.
  • 10. Each department displayed its role and value in thecustomer experience with personality and pride.
  • 11. A reception with a live rock & roll band capped off theday.
  • 12. The reception included fun activities that engagedpeople with the company’s beliefs and reinforcedimportant principles.
  • 13. Mitchell CEO Alex Sun ended the day with aninspirational message. “This is not about a few people being smart; it is about everybody being aligned. Everybody is part of writing our story.”
  • 14. Learn more about Learn more aboutMitchell: engaging yourhttp://mitchell.com employees in brilliant customer experiences:  http://bit.ly/BrandJourney  http://bit.ly/BrandEngage  http://bit.ly/CustExpArch denise lee yohn http://deniseleeyohn.com