bdsmktg proprietary & confidential the perfect fit for google fiber presented to: google fiber...
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BDSmktg Proprietary & Confidential
The Perfect Fit for Google FiberPresented to: Google Fiber
Date: May 15, 2014
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We’re Listening
Looking for some pretty talented people for your Google Fiber Space?
Between your Googlers and our BDSers, we’ve got your Fiberhoods covered
with a dynamic program that features the right talent and best management
to deliver the most memorable customer experience possible.
Google Fiber needs an experienced retail partner who can recruit, train, and
develop Fiber Space associates to build relationships with your customers.
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The Perfect Pair
A Partner in Action
You want an agency who you can lean on for direction, knows the lay of the land,
collaborates to find the answer, and goes above and beyond the call of duty.
People Like You
There’s nothing better than working with people who are an extension of you. You
want an agency that has the same quirks, laughs at the same jokes, and recruits
the same kind of Googlers that you would.
An Experience that Matters
It’s not just numbers that determine a successful customer experience. You want
an agency whose people greet your customers at the door with a smile, get to
know their personality and lifestyle, and invite them on a journey into the Google
Fiber world.
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It’s All About the Right FitFinding the right talent for your Fiber Space is only the beginning. For us, it’s all about
developing that talent to be a physical extension of your brand and giving them the tools
to succeed in delivering the best Fiber Space experience for your customers.
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Our Talent Acquisition Process
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Customized Talent Acquisition
Scouting Local Markets
Glean candidates from the BDS Talent & local
markets
Auditions
Identify right personality and characteristics
Google Hangout Event
Conduct group interviews to see
who shines
Interview Selection
Final Interview & Selection
By creating a customized talent acquisition plan, we can find the right fit for your
brand. Here’s what we’re initially thinking:
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Parts of a Whole
You want someone who perfectly represents the Google brand. We’ll look for
these characteristics when sourcing great talent and creating an impactful
Fiber Space team.
38%
38%
13%
13%
Google Fiber Expert
Enhusiastic Engager
Tech Savvy
Approachable Personality
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Better Than The Rest
Here’s a sneak peek at the talent we’re planning to bring to the table.
DEDICATED PROGRAM MANAGER
Your right hand who’s
experienced in retail. Always
working fast and furious with
extreme attention to detail
and thinking two steps ahead.
Questions? Issues? Need to
chat? They’re the person
you call.
RETAIL OPERATIONS MANAGERS
The ones who make things
happen. Working hard to
train and develop talent
so your brand is represented
properly to customers.
SERVICE CENTER SUPERVISORS
Google savvy,
solution-oriented, tech
experts. Always at the ready
with the right answer.
SERVICE CENTER SPECIALISTS
The first point of contact
for your customers, always
greeting with a smile and
a welcoming attitude.
Approachable and laid back,
yet knowledgeable and
tech savvy.
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Talent Development for the Win
Great talent is the secret ingredient to your Fiber Space, so we’re experts at
continually training, engaging, and developing our people through a variety of
initiatives so that they stay for years to come.
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Performance Engagement
BDS’ proprietary relationship-based performance management philosophy drives
employee commitment from the heart versus just compliance from the head.
Managers learn to provide constructive feedback, set expectations, and drive
accountability, while employees come to their own conclusions and evaluate
themselves against set goals.
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2013 Human Resources Department of the Year
Gold Stevie® Award winner
2012 Best Places to Work in OCRanked by the Orange County Register
and OC Business Journal
Best Companies Unite
Just like you, our people think we're a great company to work for. BDS’ total
workplace satisfaction score over the last 2 years has been 4.1 on a scale of 1 to 5.
2012 Company of the YearGold Stevie® Award winner
Advertising, Marketing, and PR Category
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We Know Retail and We Are Retail
With 30 years of experience, we know the retail world like the back of our hand.
We thrive off of working with retailers, training associates, demoing products,
and engaging with customers. Not to mention, we’ve been the retailer before too.
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Associates that Deliver the Brand PromiseBeats launched a store-within-a-store initiative at Best Buy to showcase
their products in a completely branded environment, and partnered with
BDS to recruit and staff their SoHo store location in New York City.
BDS designed a custom talent acquisition plan to recruit and hire store
associates who could deliver the complete Beats brand experience.
Knowing that a passion for music, diverse background, and swagger-like
approach were important brand characteristics, BDS created specific
candidate profiles and engaged innovative recruiting channels to acquire
the perfect Beats brand ambassadors. This diverse team of unique
individuals embodied the Beats brand and brought the vision of the first
ever Beats Store to life. The experience and interaction with our team left
each customer excited about Beats’ products.
Positive customer surveys upon exit proved that Beats associates created a
memorable and valuable sales experience, resulting in low turnover and
increased ROI.
“The Beats rep was professional, yet cool and incredibly knowledgeable. I overheard his whole sales pitch to another couple that was ahead of me and he was excellent.”
– Anonymous Best Buy Customer
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An Immersive Call Center Training
A consumer electronics client’s call center launched with 15 newly hired
reps and one Supervisor without any previous call center experience.
BDS designed, developed, and executed a two- week training session
to immerse the reps into the industry, brand’s culture, vision, product
knowledge, sale process, soft skills, and troubleshooting. The overall
program included:
• Creative theming
• Self-discovery & social learning
• H.O.T. Zones (Hands-on Training)
• Workbooks, role playing scenarios, & scorecards
• Games to win prizes
• On-going training materials (self-paced & entertaining)
The targeted training resulted in zero turn over in the first 10 months of
the program.
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Talk Soon!
To see our BDSers in action and view more case studies, visit:
http://bdsmktg.com/hellogoogle