Engaging frontline Service Champion
Internal Communications & Employee Engagement
Shell’s ‘service champions’ are the people that work in the company’s petrol stations and garage forecourts across the world. They are the face and voice of the brand and own the customer experience but they are also a difficult audience to reach with strategic and customer-driven initiatives beyond daily operational updates around pricing and stock.
We spoke to service champions and station site managers across the world to discover their working habits and communications preferences and designed a communications process built around a target channel and content strategy to ensure service champions felt connected, informed and committed to the brand and to delivering new customer experience initiatives.
This was a
Internal communications & Employee engagement
Project for Shell