Internal communications: building a brand from the inside out.
As a leading provider of websites and online marketing services to small businesses, Web.com markets at every stage of the customer journey, from early stage online search to outstanding ongoing customer care. To that end, Web.com sought to increase the effectiveness of its people as the key drivers of the customer experience. There were vital advisory, consultation and service standards they wanted to inform their people on and inspire them to deliver the industry’s best customer experience.
Burdette Ketchum’s solution was a comprehensive employee communications program built to engage, drive customer-centric behaviors and build a culture of problem solving and collaboration. Built around the message platform of “Be Web Strong,” the activation included a variety of digital, video, office and environmental communications across 23 Web.com offices.
The results were, well, strong. 83% of employees surveyed indicated program participation and 64% indicated that the program excited and motivated them. Additionally, 85% indicated they understood and were practicing the key tenets of the desired customer behaviors and protocols. Web.com continues to grow and the customer experience, via their inspired employees, is a hallmark of their success.
- Program Strategy & Planning
- Internal Brand & Message Development
- Customer-Centric Training Guidelines
- Environmental Graphics
- Introduction & Inspiration Videos
- Desk Drops & Incentive Programs
- Milestone Engagement Surveys