We designed and introduced a top to bottom employee engagement programme, starting with internal workshops across the UK combined with external research and benchmarking; a new vision and values were created as a result, with grass roots involvement in shaping the way the new values were embedded into the business.
IM worked with teams from board level to front line staff to integrate the values into the operation and into company practice; this included the appraisal system and competency framework.
A broad range of communication tools were designed to engage the business and support the process.
Once the vision and values were embedded internally, IM London went on to reposition and refresh the Portman brand itself before re-launching it to the business travel community.
The key measures agreed were employee engagement, change in business mix and customer satisfaction and 2 years after the introduction of the new vision and values, customer satisfaction was up 10.2%, client retention stood at 98%, overall employee engagement was up 10% and in the sales/business mix arena, global share grew by 35%.