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Building Brand Champions

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There is a moments each day for every business where employees can make or break how a customer will feel about that business. Creating brand champions is about leveraging employees to make those …

There is a moments each day for every business where employees can make or break how a customer will feel about that business. Creating brand champions is about leveraging employees to make those connections positive each and every time.

Published in: Business, Technology

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  • 1. EMPLOYEE ENGAGEMENT PLUGGING EMPLOYEES INTO THE BRAND CULTURE
  • 2. RETHINK & REFOCUS Now is the time to
  • 3. EMPLOYEE ENGAGEMENT How we define
  • 4. E MPLOYEE E NGAGEMENT within our culture
  • 5. EE depends on the organization and how you define it. To some organizations it relates to job satisfaction which really just reflects a transactional relationship and is only as good as your last bonus or perk. In the most successful companies EE is a result of the brand culture.
  • 6. THE BRAND We need to get employees plugged into Source: Blessing White Survey on Employee Engagement and Gallup Poll Research | ©2011 STAR GROUP/M7M
  • 7. THE CULTURE We need to get employees plugged into Source: Blessing White Survey on Employee Engagement and Gallup Poll Research | ©2011 STAR GROUP/M7M
  • 8. WORK Brand culture directly impacts an organization ’ s…
  • 9. ENVIRONMENT Brand culture directly impacts an organization ’ s…
  • 10. OUTPUT Brand culture directly impacts an organization ’ s…
  • 11. THE PEOPLE The basic resource in any company is
  • 12. NO CULTURE Without the people there is
  • 13. BRAND CULTURE Engaged employees make for a better
  • 14. According to Gallup… BUT
  • 15. 70% of all employees
  • 16. NOT are actively engaged
  • 17. $ 350 BILLION every single year which costs companies on average about
  • 18. CULTURE? What is our
  • 19. OUR PEOPLE With service brands like ours are the face of our brand
  • 20. CREATE A STRONG Customer service is a clear opportunity to one-on-one brand experience for our guests
  • 21. BRAND EXPERIENCE This guest service is directly tied to the by one or two people who represent the brand
  • 22. FOR OUR GUESTS And deliver the brand ’s promised value that keep them engaged in the brand
  • 23. OUR PEOPLE CREATE A STRONG BRAND EXPERIENCE FOR OUR GUESTS
  • 24. SUPERSTARS! In fact, they are…
  • 25. See Superstar Video
  • 26. WE HAVE THE PROOF And we know it…
  • 27. OUR BRAND CULTURE We must continue to foster
  • 28.  
  • 29.  
  • 30. BRAND EVANGELISTS We need to engage our employees as
  • 31. OUR BRAND PROMISE Let them be heard by delivering
  • 32. ON-DEMAND CULTURE We have become an
  • 33. EXPAND THE BRAND Offer them the resources in order to
  • 34.  
  • 35.  
  • 36. Regular CEO-led meetings for all office & distribution centers AE Life – Intranet & quarterly e-magazine Regional store management meetings followed by “ Take it Back” meetings at the store level Customer First Communication Center provides for personalized goal setting, Promotional news and new product knowledge
  • 37.  
  • 38. Fun…REALLY FUN work environment All employees can be the voice of the company When the economy meant cutbacks, everyone participated In making the tough decisions Be a little weird.
  • 39.  
  • 40. Nuts about Southwest – employee blog featuring Brief articles/photos/videos by people throughout the company Feature a “Star of the Month” on the careers page Careers page also features quotes from employees and Day in the life of…video
  • 41.  
  • 42. TO CREATE BRAND CHAMPIONS? How do we leverage our engaged employees
  • 43. www.twitter.com/jccarcamo www.linkedin.com/juliacarcamo www.juliacarcamo.wordpress.com [email_address] +Julia Carcamo or http://gplus.to/juliacarcamo