PeopleMetrics recently announced the winners of the 2011 Brand Ambassador Awards. Given to six individuals across five companies, the Brand Ambassador Awards recognize individuals who have consistently delivered extraordinary customer service. Alphabetized by company name, this year’s Brand Ambassador Award winners are:
- Susannah Heitger and John Weber at Crowe Horwath LLP
- Derek Criswell at Moss Adams LLP
- Peter Landis at Signature Flight Support
- Sasha Spei at The World
- Barbara Zonin at The Addis Group.
The Brand Ambassador Awards highlight the importance of identifying and emulating the Brand Ambassadors within any company’s ranks. Brand Ambassadors are employees who “Bring a brand to life,” so to speak. (Indeed, this is the subtitle for Brand Champions, a forthcoming book to which PeopleMetrics’ leadership contributed a chapter.) They are employees who consistently go above and beyond customers’ expectations. Such stellar service can turn a merely satisfied customer into a Passion Promoter for the company.
As PeopleMetrics VP Kate Feather explains, “We have found through our independent and client research that employees who are willing to go above and beyond create customers who love them. These customers, in turn, become Passionate Promoters of the company. Brand Ambassadors are a powerful reminder of how much one individual can strengthen (or weaken) the emotional tie between customers and companies.”
The award selection process is based on the PeopleMetrics Voice of the Customer solution. During quick, “check-in” Customer Engagement surveys, customers are given the chance to recognize certain employees. PeopleMetrics Enterprise Feedback Management system automatically delivers a Recognition Alert when a customer praises a certain employee by name for going “above and beyond” on the customers’ behalf. The five winning companies were selected according to the percentage of Customer Recognition Alerts generated. Within each of these firms, employees who received the most customer recognition were selected as Brand Ambassador Award Winners.
PeopleMetrics CEO Sean McDade provided a context for the award, explaining, “Every company has great people who are doing extraordinary work every day. The challenge is in knowing who they are so you can recognize them and learn from them. We hope that this award will be an incentive, not only to our clients but to other companies as well, to make a commitment to systematically seek out, recognize, and reward the internal heroes in their organizations.”
To learn how PeopleMetrics Voice of the Customer solution can help identify your Brand Ambassadors, visit our Voice of the Customer Page.
Topics: Employee Experience, Customer Experience
