Case Study: Pitney Bowes Management Services
Branding from the inside out
THE CHALLENGE
The 13,000 employees of a prominent service company interface daily with customers in more than 1,100 sites. Because they work exclusively on customer premises, and because the employer organization lacks any real marketplace branding position, these geographically disperse employees experienced a higher level of affiliation and loyalty for their customer than for their employer. Yet, employee attitudes and behaviors drive customer perception of service quality and value.
OUR WORK
We gathered data at all levels of the organization to determine common perceptions about service commitments, practices, and processes. We then developed a comprehensive communication strategy designed to create a uniform culture throughout the company, increase the quality and improve the consistency of service delivery, and reduce turnover.
THE RESULTS
In the year following the launch of the internal brand, customer defections declined, contract renewals increased, service quality and consistency soared, and employee satisfaction and retention rebounded.
