Our Impact on the Brand Experience
Brand Integrity is proud to have helped many of the world’s leading companies, including those shown here, manage their experiences to drive employee engagement and productivity for profitable growth.
Below are just a few examples of our client’s success. To learn more about the bottom- and top-line results our clients experience, please contact us.
Aligning Marketing and Reengineering Customer Experience
The Challenge: A lack of brand alignment among divisions and a reactive marketing department was limiting company and in-store growth. Advertising was proving to be ineffective in raising product sales in saturated markets and overall sales and loyalty in new markets.
Solutions
- ABI Strategy Development
- Customer and Employee Experience Design
- ABI Performance Success
Some Results
- Alignment and improvement of efficiencies within marketing department allowed organization to realize $5M in savings in the first year
- Redirected resources from advertising to employee training and to efforts yielding higher ROI, which enabled the organization to drive core customer relationships and loyalty, as well as employee productivity and loyalty across operational and store departments
- Same store sales increased by 7% in saturated markets
- Annual sales in new markets up 115%
- Increased trips to stores by best customers to 94 per year (industry average was 36 trips)
Closing the Gap between Strategy and Performance
The Challenge: To grow from 21,000 customers to 100,000 customers and 12,000 employees to 45,570 employees by 2016, the company needed to maintain service quality and brand power across its seven different brand ventures.
Solutions
- ABI Strategy Development
- Brand Performance Assessment™
- Customer and Employee Experience Design
- Potential Point™ Employee Engagement
Some Results
- Work culture was visibly enhanced, the organization was named in 2008 and 2009 by Fortune magazine as one of the “100 Best Companies to Work For”
- 56% jump in placement in one year
- Achieved 100% employee awareness of brand
- Employee retention up 10%,
- Employee satisfaction up 4%
- Improved understanding of customer value, which led to enhanced differentiation in marketplace
- Service standardization and Customer Service Training led to cost-savings, consistent delivery of customer service, and improved customer satisfaction
Aligning Global Organization around One Brand, One Standard for Operation
The Challenge: To meet goals for growth and continued market leadership, the company needed to create a comprehensive brand that emphasized more than its products and services, improved brand alignment across the global organization, and enhanced collaboration among divisions to leverage innovation, differentiation, and service consistency and value.
Solutions
- ABI Strategy Development
- Brand Performance Assessment™
- ABI Performance Success™
Some Results
- Aligned senior staff around one brand strategy (that reflected the entire global organization and employee base) and a shared framework for making decisions
- Reduced time spent on achieving ongoing alignment from 8 years to 8 hours
- Enabled organization to realize existing brand was solely product and service centric, which was limiting potential for building customer relationships, improving differentiation, and leveraging core competencies
- Enabled leadership to identify communication gaps that hindered collaboration and ability to focus on top business priorities
- Improved communication of strategic initiatives
Igniting Growth through Differentiation and a High-Performance Work Culture
The Challenge: To meet goals for doubling in size and continued growth through service differentiation, leadership needed to unite the whole organization under one culture, align its strategies with the “non-generic” employee behaviors that would yield better results, and drive accountability to ensure success.
Solutions
- ABI Strategy Development
- Brand Performance Assessment™
- ABI Performance Success™
- Potential Point™ Employee Engagement
Some Results
- Achieved 100% awareness of and buy-in to the organization’s brand and mission and gained clarification around how employees can achieve corporate and professional goals
- Enhanced culture has garnered numerous industry accolades including “best place to work” awards, which have significantly raised national awareness of the organization
- All decisions are aligned with customer service, increasing the value proposition and leading to higher customer satisfaction and number of referrals
- Achieved 0% unwanted turnover since integrating the brand: no employees have been lost to a competitor
- Employee efficiency and productivity improved and enabled the firm to expand capacity for billable hours, which in turn increased opportunities for additional revenue
- A 97% participation rate in the organization’s proprietary employee engagement program led to the capture and sharing of more than 1,000 best practices (15% of which have been high impact), providing cost-effective training and more consistent service delivery
- Organization has increased its ability to attract more qualified candidates, improving quality of new hires
Focusing Performance to Drive Successful Start-up
The Challenge: While the company mission was well-stated, the company’s more than 200 employees and contractors needed a better understanding of their roles in the mission and how to implement strategic objectives such as increasing consumer loyalty, decreasing operating costs, and maximizing distribution to bring the company’s products to more consumers
Solutions
- ABI Strategy Development
- Brand Performance Assessment™
- ABI Performance Success™
- Potential Point™ Employee Engagement
Some Results
- More than 90% awareness of and buy-in to the company's brand and mission and gained clarification how employees can achieve corporate and professional goals
- Improved culture has helped the company win industry accolades including “best place to work” awards, which have significantly raised awareness internationally
- Management improved clarity on return on investment by using the proprietary employee engagement program’s measurement tools to identify effective implementation of strategies and key impacts on the company’s bottom-line
- Tens of thousands of dollars in cost-savings year over year
- Out of all best practices captured through the employee engagement program, 30% have had a high impact on the company and its ability to replicate best practices and further drive positive and profitable results
Fueling Company-wide Focus and Rapid Growth
The Challenge: As a provider of planning, design, and construction management services throughout the Eastern United States, the company wanted to more effectively leverage talent within its locations and practices and improve efficiencies to meet aggressive goals for growth and profitability.
Solutions
- ABI Strategy Development
- ABI Performance Success™
Some Results
- Achieved 100% leadership alignment and employee engagement around a shared vision which enabled the company to focus on most important initiatives for fast growth rate
- Increased revenue growth 300%
- Successful track record and reputation led to profitable acquisition by competitor
- Integration of brand behaviors in performance evaluation tools established clear expectations for performance, providing the framework for accountability
Strengthening Brand-behavior through Employee Engagement
The Challenge: Company needed to improve its process for educating and recognizing employees who contribute to enhancing customer satisfaction in order to move from its current customer satisfaction rating of 50% to a goal of 90% satisfaction.
Solutions
- Potential Point™ Employee Engagement
Some Results
- Improved turnaround time by 300%, which reduced processing time for handling all the captured experiences/best practices
- 400 nominations processing time decreased from 4 days to 1 day
- Efficiency enabled company to meet goals for notifying employees of recognition within 2 weeks (prior system was 8 weeks)
- Improved accuracy by 40% with nomination returns by supervisors now at 10% (as opposed to 25% using the old process)
- Faster processing of best practices has sped up education and alignment around the company’s values
- Institution now has measurement capabilities to regularly track participation, communicate results, and measure business impact