The Business Services Leader

Dynamic Employee Engagement Campaign Leads to a Business Services Breakthrough

The services division was growing fast with thousands of accounts—and more than 11,000 employees—coast to coast.

Despite the obvious success, however, there were major challenges that threatened to undermine the business. Our major account renewal rate was unacceptably low. Our Cost of Goods Sold (COGS) was excessive. And the satisfaction level of operational employees was the worst in the division.

That was the situation when I joined the organization as the Vice President of Client Operations.

It was my job to develop a high performance culture that would motivate thousands of employees nationwide to set a new standard for client satisfaction, operational excellence and profitable account management.

That’s the backstory.  Download the case study


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