CX Tip #19: Use Ambassadors to Build Links Across Organization
(Employee Engagement)
Fidelity’s Voice of the Customer Ambassadors program is the cornerstone of Fidelity’s efforts to engage customer-facing associates across the organization around their customer experience vision. Ambassadors are associates from across Fidelity’s functions who apply to become part of a network of customer experience evangelists who (1) identify opportunities for improvement by amplifying the voice of the customer/associate; (2) inform new product and service development; and (3) inspire their peers with local dialogue and other activities. Ambassadors are supported by extensive executive sponsorship across multiple levels of management and are asked to dedicate 10% of their time influencing Fidelity’s shared customer experience vision. Click for more info
Bruce –
I’d suggest that Fidelity’s ambassadorship program is about driving client advocacy, and is well beyond the traditional concept and boundaries of employee engagement: http://www.customerthink.com/blog/employee_retention_engagement_and_ambassadorship_go_hand_in_hand_in_hand_at_successful_companie
Regards.
Michael Lowenstein, Ph.D., CMC
Thought Leadership Principal
Beyond Philosophy (www.beyondphilosophy.com)
I think that Fidelity has created the ideal environment that any company/organization hopes to achieve…that employees are truly ambassadors.