FM Outsource has ‘family and fun’ in the bag. But its in-house and outreach customer service family of 400 is growing rapidly. With customer service colleagues working primarily for one brand like Missguided or Yodel, they were suffering something of an identity crisis and needed to re-group and create a strong employee value promise (EVP) and brand presence.
Our activities with the team
Bugler Smith were appointed to conduct focus groups and 1-2-1s with all FM Outsource colleagues, create an engagement campaign for launch and, from the research, develop an EVP and employee brand.
ARE YOU READY FOR MORE?
Bugler Smith had to start them on the journey of a new EVP that was fit for the future. So we rolled up our sleeves and got talking to A LOT of colleagues to find out what being part of the FM family meant to them.
Sometimes results are surprising
Focus groups and 1-2-1’s were conducted with all the senior management team (SMT) and a huge selection of colleagues over a two week period. The outcomes were surprising and in fact went against the grain from what the SMT thought they knew!
The true MEANING OF FM FAMILY
The outcomes have shaped a new internal communications strategy for both internal and outreach colleagues. Fun and family are still very much front of mind, but what family means now is quite something else.
We want to hear it all:
A NEW DIRECTION AND FOCUS FOR THE BUSINESS WERE AGREED, SPEARHEADED BY THE NEW EVP LAUNCH
THE OUTCOMES HAVE CHALLENGED THE THINKING AND MINDSET OF THE SMT
EMPLOYEE ENGAGEMENT ROSE BY 10% POST SURVEY
A NEW CEO (CHIEF ENGAGEMENT OFFICER) HAS BEEN RECRUITED BASED ON THE OUTCOMES OF THE SURVEY
As you can see we’re
really good at what we do
Work with us on your employee engagement
How we positioned and branded specialities
Engaging an internal team is about building brand trust, creating conversation & most importantly. Fun. We support your objectives by bringing your ideas to life and adding to the creative mix.