the mitchell way day 2013
how a B2B company engaged its workforce in optimizing the customer experience
by denise lee yohn
of Property & The Mitchell Way Day engaged
Casualty claims company associates in a high-
energy, interactive experience to
more than 1,700 inspire and orient them on the
associates customer experience.
United States and
Participants spun a wheel to determine how many steps
they could advance in the customer journey laid out
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
Participants ended the customer journey in Brand
Promoter Land, which tied to one of the company’s key
metrics, Net Promoter Score.
The reception included fun activities that engaged
people with the company’s beliefs and reinforced
Mitchell CEO Alex Sun ended the day with an
“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 Learn more about
Mitchell: engaging your
http://mitchell.com employees in brilliant
denise lee yohn