Creating an Internal Brand that Wins Customers
Chris DeVany is the founder and president of Pinnacle Performance Improvement Worldwide, a firm that focuses on management and organization development. Pinnacle’s clients include global organizations such as Visa International, Cadence Design Systems, Coca Cola, Sprint, Microsoft, Aviva Insurance, Schlumberger and over 500 other organizations in 22 countries. He also has consulted with government agencies from the United States, the Royal Government of Saudi Arabia, Canada, Cayman Islands, and the United Kingdom.
He has published numerous articles in the fields of surviving mergers and acquisitions, surviving change, project management, management, sales, team-building, leadership, ethics, customer service, diversity, and work-life balance, in publications ranging from ASTD/Performance In Practice to Customer Service Management. His book, “90 Days to a High-Performance Team”, published by McGraw Hill and often accompanied by in-person, facilitated instruction, has helped and continues to help thousands of executives, managers, and team leaders improve performance.
has appeared hundreds of times on radio and television interview
programs to discuss mergers and acquisitions (how to manage and survive
them), project management, sales, customer service, effective workplace
communication, management, handling rapid personal and organizational
change and other topical business issues. He has served or is currently
serving as a board member of the International Association of
Facilitators, Sales and Marketing Executives International, American
Management Association, American Society of Training and Development,
Institute of Management Consultants, American Society of Association
Executives, Meeting Professionals International and National
Many businesses struggle with the idea that employee engagement is tied to the customers' experience and profits. They question if engagement really affects their revenue. The C② TIME Model™ program gives Leaders a framework and tools to create an employee experience program to win the battle for customers; firms need to treat employees as valuable assets, engage them in a higher purpose, optimize their experience as employees. Commitment – Involvement from Leadership: Leadership must incorporate internal branding into their vernacular and teams. Communication Plan – The common thread is consistency and honesty. Communication is key to making sure all employees are on the same page and stay in the loop. Your plan must be connected to everyone in order to result in engagement. Trust- This is the foundation of any team or company. People need to feel and know that they can trust the company and leadership. Integration – Integrate engagement in the corporate strategy: Employee engagement should be intertwined in every business aspect and program. It starts with executives and corporate strategy. Metrics- you need to be able to measure your progress and the results. Without metrics, you will never know if your program is effective. End Goal- you need to know “Why” and what outcomes you want to have. Employees thrive when they understand how their contribution has an impact on the company’s revenue. Designing organizations to serve people – employees and customers – creates a brand cycle that’s great for both. For any company that wonders, we will explore how employee engagement impacts your customer service, and in turn, your bottom line.
Guaranteed, you will walk out with the first steps of your employee experience strategy.
This program is about going beyond the idea of employee engagement and creating a value-based employee experience that results in engagement.
- How to tap into your most important asset: EMPLOYEES
- Why engagement is a result of the employee experience
- Why your internal brand drives your external brand
- Why the Alchemy 4-Value Model™ is the only survey model you will ever want to use to measure engagement result
- The employee experience creates better business performance
- C② Time Model™ of creating internal brand success
- Common pitfalls companies encounter and how to avoid them
Course Level - Advance-Intermediate
Who Should Attend
- Team Leaders
Why Should You Attend
Many businesses struggle with the idea that employee engagement is tied to the customers' experience and profits. They question if engagement really affects their revenue. Are you tired of wasting time, energy, and money on an employee engagement program that fails? Are you facing some of these pitfalls?
- No one understands the purpose and strategy and it’s positioned as an HR initiative
- Accountability isn’t clear, and leadership doesn’t have a clear vision
- Too much emphasis is put on customers and employees engagement surveys
- You don’t know how to create an employee experience program that results in engagement
- Do you have employees that don’t seem to want to be empowered at work?
Have you fallen victim to one or more of these common reasons why an employee engagement program fails? Join us for a course that will help you create an action plan.