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A Little Competition Never Hurt
By: Janet Kalandranis
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So here’s the thing. Brands come up with grand initiatives and strategies complete with implementation plans. This can include handbooks for associates and key messaging that should be used. It’s all needed and it’s all relevant, but does it work? In some respects, yes. In others, it needs a little boost. A little realistic love that makes the program more successful because everyone’s on the same page, because sometimes a handbook is a lot to read and even harder to translate into real life. But brands that can be a bit more creative and make it easy for those doing the day-to-day to have a better chance of meeting the expected goals. Think of all the factors affecting the success of the plan that was created in a boardroom, refined with VPs, implemented through corporate, and ultimately delivered through customer contact associates. That’s a lot of layers. Things can get lost in translation, and plans that seemed so buttoned up at the top might have some holes when the day-to-day becomes involved. So make it simple, like really simple, so customer-facing employees can seamlessly implement new programs into their daily routine without thinking twice. And sometimes this involves a game.

That’s right; a game. Something that makes this new program easy, fun, and super important for customer-facing employees. Maybe it’s having regions compete against each other; maybe it’s a fun pizza party for those that come up with funniest stories or even bragging rights at the next meeting for any team that can accurately describe the initiative. These ideas seem easy and little, no? Well, that’s exactly the idea — something that makes a new large initiative simpler and quicker to take on. Customer-facing employees deal with a lot, so changing the game and allowing them to focus on something fun might just provide them the stepping stool to make that new program a success.

Is creating a game going to ensure the new initiative a hit? No. But ignoring the customer-facing employees and what makes them tick isn’t going to be a brand win either. Maybe switching up the way programs are created and putting the focus on something instead of dollars will allow employees to take a breath and truly understand and live that new initiative. Give it a try; a new game could be addicting and maybe, just maybe, they’ll soon be introduced into boardroom meetings as well.

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About the Author
Janet Kalandranis is here to give you all the little brand thoughts that run through her head with a little dash of spice. Find her online here.
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