Industry: Trucking transport compliance services and support
Location: Miami, FL
Growth in this rapidly changing, highly regulated industry required process changes that adversely affected their clients. More specifically, these changes worked against the customer experience and internal employee success. Online reviews and client feedback declined to 61% negative feedback, which slowed new client growth.
As with many organizations, your people are your best and most effective catalyst for change. This transportation company already had the tools they needed for success; they just needed a more refined process to use them. With the help of the President and CEO, The Donnelly Group recruited, selected, and implemented a Service Ambassador program—that is, a program leveraging the company’s pre-existing superstar employees to drive change throughout the organization.
We deployed 35 ambassadors to re-focus the customer-facing process, train peers, and model the right behaviors. The Ambassadors increased positive social media reviews by 35%. Plus, internal employee engagement increased, resulting in a Best Places to Work certification!