how a B2B company engaged its workforce in optimizing the customer experience by denise lee yohn

the mitchell way day 2013

Mitchell International is North America's leading provider of Property & Casualty claims technology solutions with more than 1,700 associates throughout the United States and Canada.

The Mitchell Way Day engaged company associates in a high-energy, interactive experience to inspire and orient them on the customer experience.

Participants spun a wheel to determine how many steps they could advance in the customer journey laid out before them.

Along the way, the learned about stages in the customer journey and earned prizes.

The journey introduced them to user personas -- descriptive models of Mitchell users that illustrate what they are motivated to accomplish and why.

It also exposed them to actual customer comments, reinforced the company’s core beliefs, and included a little fun.

Participants ended the customer journey in Brand Promoter Land, which tied to one of the company’s key metrics, Net Promoter Score.

The game culminated in a unifying message.

The Mitchell Way Day also featured an exhibit hall of science-fair style displays created by each company department to demonstrate how it positively impacts the customer experience.

Each department displayed its role and value in the customer experience with personality and pride.

A reception with a live rock & roll band capped off the day.

The reception included fun activities that engaged people with the company’s beliefs and reinforced important principles.

Mitchell CEO Alex Sun ended the day with an inspirational message.

“This is not about a few people being smart; it is about everybody being aligned. Everybody is part of writing our story.”

Learn more about Mitchell: http://mitchell.com

Learn more about engaging your employees in brilliant customer experiences: http://bit.ly/BrandJourney http://bit.ly/BrandEngage http://bit.ly/CustExpArch

denise lee yohn http://deniseleeyohn.com