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Whether they're your employees, channel partners or customers, it's people who transform business. At Maritz, we tap into the power of your people and unleash the human potential that exists throughout your organization. Find out more about our expertise in how to engage, reward and recognize your people through our motivation solutions. Or discover how we use meetings, events and incentive travel programs to achieve your business goals. Or how our innovative marketing research capabilities can help you improve your customer experience. As the largest single provider of sales and marketing services, we're ready to help you understand, enable and motivate your people.

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Case Study: A Major UK Financial Institution

Case Study: A Major UK Financial Institution

Maritz helps improve customer experience by engaging 43,000 employees.

Situation

The Client, a major financial institution, made the decision to try and differentiate in a very mature European banking industry by radically overhauling its customer experience. Although the strategy was set, there was significant concern about whether or not the company’s 43,000 employees would be able to live into that vision. They knew that all their new advertising and marketing would be worthless if they failed to execute against the brand promise at the front line.

Solution

The Client came to Maritz seeking help in moving the organization into the new brand vision. The solution developed by Maritz was to attack the problem in three phases: employee research, internal alignment and recognition.

Research

Maritz leveraged decades of research expertise to build the methods and models that would help the firm better understand its employees. To do this, Maritz identified several key dimensions of desirable brand personality. The results were used to help determine the current and desired “DNA” of the organization.

Internal Alignment

Aligning 43,000 individuals to a major organizational change is no small feat. Maritz first launched the program to 1,000 senior managers, who cascaded the message to 5,000 midlevel managers. The next phase evolved the DNA through 360-degree feedback, manager one-on-ones and workshops. Finally, Maritz created a one-day brand launch for all 43,000 associates in retail branches, call centers and back offices, facilitated by “Brand Champions.”

Recognition

To sustain the desired behavior beyond the initial launch, Maritz suggested a formal recognition program which would seek out and award those displaying the desired behaviors in the new brand reality.

Results

Current accounts were up significantly after one year.
Products per customer increased from 2.5 to 4.3.
Employee surveys showed overall improvements in commitment, views on management and belief in the Client's products.