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CX Tip #19: Use Ambassadors to Build Links Across Organization

September 13, 2013September 13, 2013

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

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Written by Bruce Temkin, CCXP

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “CX Tip #19: Use Ambassadors to Build Links Across Organization”

Michael Lowenstein says:

September 13, 2013 at 10:10 am

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)

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Carolyn Watt, The Customer Experience Company says:

September 13, 2013 at 12:55 pm

I think that Fidelity has created the ideal environment that any company/organization hopes to achieve…that employees are truly ambassadors.

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