Melita Case Study - brand internalisation project which had the objective of disseminating our new brand positioning amongst all our employees
We had the pleasure of working with Robyn on a brand internalisation project which had the objective of disseminating our new brand positioning amongst all our employees in order to get all our team not only understanding the brand positioning, but thinking what it meant to each one of us in our daily job, with a particular focus on customer experience. Robyn is highly knowledgeable and experienced in the field of service culture development - indeed it was primarily this which convinced us to entrust the project to Impact Consulting.
Robyn quickly understood our business objectives, becoming personally involved in articulating joint expectations of success and aligning this with the design and deliverables for the programme. A vital ingredient for this project was getting buy-in from, and enthusing people at all levels of the business. Robyn achieved this with grace and aplomb.
A professional approach, a love of brands, a personable style, all this and more was brought into our team as Robyn developed the framework for our Melita Customer Care Workshops, leading many workshops herself and facilitating a Train the Trainer programme to enable a fast roll out in a concentrated time period.
We received very positive feedback from our team members on the workshops; participants felt engaged and challenged as they took part in the tailored activities which Robyn developed specifically to help our employees understand their role in bringing to life the Melita brand at each point of the customer journey.