For over 80 years, Equipment Depot has put the customer first. As part of their accelerated 2025 Vision goals, they committed to moving from a traditional “customer service” model to a “customer experience” approach. To do this, something big needed to happen. It would require a company-wide philosophy shift. A shift that would impact over 1700 employees across multiple departments within all their branches. No small task.
This new CX initiative would need to be created, built, and launched in 12 months to keep on the corporate Vision timeline. And to add to this aggressive undertaking — the time fell during a pandemic and a period when employees’ morale wasn’t at its best. To achieve this daunting initiative, they partnered with Think Versatile to help them develop a comprehensive roadmap to make the deadline.
Focused on gaining leadership buy-in, engaging the employees, and communicating to customers, we started by leveraging the company’s core values and building off the positioning we helped develop previously to be Equipped to Serve®. First, a mantra and theme were developed along with a teaser campaign to get the employees excited about what was coming. Then an internal launch campaign and training videos were developed to rally all employees to be the best at serving each other, the customer, and the best version of themselves. Part of the launch included submissions for employee recognition of those who went above and beyond, and the participation far exceeded expectations. A customer launch campaign also gave additional insights into what is going well and what could improve.
Equipment Depot made a commitment to becoming customer-centric. As a result, in the first-year customer satisfaction scores, employee satisfaction scores, revenue from repeat customers, and market share all increased. And to add to these strong accomplishments, Equipment Depot was a finalist in 5 CX award categories in the US Customer Experience Awards show.
How we helped in Equipment Depot’s success:
