In Ken Blanchard’s great book, Raving Fans, he highlights the importance of having more than just satisfied customers. In today’s world, organizations need to create Raving Fans to continue to be successful.
We are often asked if we specialize in serving a specific industry. Our response is that we are able to bring out the best of people within any organization regardless of the industry.
If you would like us to connect you directly with any of our clients to discuss how we have helped them, we would be delighted to do so.
The Client - Fortune 500 technology company
The Challenge - attracting and retaining talent in a highly competitive marketplace for qualified employees
The Solution - to improve their ability to secure high talent, increase retention efforts and ultimately boost revenue, a well-known Fortune 500 technology company enlisted the expertise of Newleaf Training and Development to create a completely customized training program. Based on a thorough pre-consultation, the curriculum was developed, piloted and subsequently implemented. The training program capitalized on the Hiring Manager’s ability to identify quality talent, increase hiring efforts to target core competencies and utilized real-world examples and simulations to be easily applied immediately for the benefit of the organization.
Return on Investment - the success of this program was realized through an increased candidate experience, measured in a significant improvement in Net Promoter Score (NPS) and greater success in winning talent to the organization.
This program has been adapted for the organization’s global market. Newleaf Training and Development partnered with the client to create a half-day seminar, a 90min webinar version and facilitated a train-the-trainer solution across APAC and EMEA. Most recently, the program was also adapted as an on-demand eLearning solution.
The Client - A leading private university and research institution
The Challenge - incoming leader inherits a disengaged team that lacks direction
The Solution - to increase staff effectiveness and create transformational behavior change a large well-known academic institution enlisted the expertise of Newleaf Training and Development to employ organizational coaching for a team of 60 + staff members that was centered on components of self-awareness, self-management, social awareness and relationship management. This intact work team was receptive to the individualized coaching sessions that spanned over a period of eight months. At the close of each coaching session participant’s created an action plan with time bound goals to serve as a guideline for continued growth and development.
In addition to the organizational coaching a strategic planning session was conducted with the leadership team to explore people behaviors, leader behaviors and ultimately desired state for the organization to ensure sustainable success. Furthermore, another planning session was conducted with the staff members to unveil the leadership team’s strategic planning session goals as well as enlist feedback from the team.
Return on Investment - the result of the organizational coaching and strategic retreat realized a significant increase in employee engagement and a much higher satisfaction among team members, measured by an internal survey conducted before the work commenced and 3 months after it was completed.
The Client - Fortune 500 technology company
The Challenge - fast growing company that is committed to ensure they maintain a diverse and inclusive workforce
The Solution - to increase awareness and foster innovation a fast growing Fortune 500 technology company, enlisted the expertise of Newleaf Training and Development to create a customized training program centered on diversity and inclusion specifically the impact of unconscious bias. The training program tackled the implications of unconscious bias and how the best and brightest talent can often be made to feel unwelcome, invisible and not important to the success of the organization, which can result in employees who are detached and who likely to take their talents elsewhere.
The training program leveraged the Harvard University Implicit Association Test or IAT to measure attitudes, beliefs and strengths of associations between concepts.
Return on Investment - as reported by the client, this program yielded significant benefits evident in work teams that increased their creativity, collaboration and innovation in problem solving to deliver over and above business results.
The Client - privately owned business, manufacturer and distributor
The Challenge - need to improve customer service in an increasingly competitive marketplace and unable to take employees off the job for more than an hour or so for training.
The Solution - to improve customer service the client engaged Newleaf Training and Development to create a series of on-demand eLearning modules for staff to be able to access outside of a classroom setting.
The modules were customized to the specific need of the client and were instructionally-designed to be interactive, visually engaging and highly relevant to the employee. The four modules covered topics such as Why Some Customers Don’t Return, Resolving the Root Issue (depending on fault and severity), Serving Difficult Customers and Personalizing the Organizational Brand. Employees were required to complete the on-demand eLearning modules prior to attending a one-hour lunch and learn seminar with a facilitator from Newleaf Training and Development who reviewed the learned concepts with the employees and facilitated discussions on the practical application of the concepts into day to day working activities. In addition Newleaf Training and Development were engaged to conduct an employee survey to measure their perception on customer satisfaction as well as to conduct a survey of nearly 1,500 of the client’s customers.
Return on Investment - the success was measured by the client in an increase of customer satisfaction from 62% to 93% within 3 months of the training activity being completed along with an increase in employee morale and reduced employee attrition due to lower staff turnover.
The Client - one of the world’s largest publicly-traded insurance companies and a leading commercial lines insurer in the U.S. with operations in 54 countries and territories.
The Challenge - wanted to increase the level of engagement and understanding employees had of the publicly-traded company's quarterly earnings call.
The Solution - Newleaf partnered with the client to create a quarterly earnings-call debrief which is facilitated over WebEx. Each quarter the 2 hour virtual sessions are delivered to four audiences — two sessions for North America employees and one session each for Europe, Middle East and Africa (EMEA) and Asia Pacific (APAC) employees. On average there are between 80-150 attendees on each webinar.
Newleaf collaborated with the client to create a highly engaging webinar on what is a relatively dry subject (earnings-call debriefs), optimizing the available functionalities within WebEx to ensure a participative, engaging and practical learning experience.
In advance of the webinar delivery, Newleaf’s subject-matter expert, reads the latest earnings call transcript; prepares a relevant slide deck and facilitates a rehearsal with a senior leader within the client from each of the territories, so they can serve as a co-facilitator on the webinar with their industry-specific experience and knowledge.
Return on Investment - The Earnings Call Debriefs (“ECD’s”) are consistently rated by the client's employees to be one of the most popular and useful webinars offered by the company's learning and development team. The client reports that the ECD's have played a significant role in building an intraprenuerial spirit across all levels of the organization.
The Client - one of the largest vacation ownership organizations in the world with over 300,000 members.
The Challenge - the client identified a need to offer education to their members, with the aim of allowing them to better understand the program and maximize their ownership.
The Solution - Newleaf began by partnering with 9 subject-matter experts across the organization with the goal of first understanding the program and demystifying some of the perceived complexities. Using this information, Newleaf's instructional designers created 4 unique curricula aimed at members with different levels of experience and those who had a greater investment in the program.
Working with the branding and creative department, Newleaf produced the slides, facilitation guides and accompanying handbooks for the member education sessions that were delivered both as 2 hour in-person workshops and 60-90 minute live webinars to approximately 200-350 members on each occasion.
In addition, Newleaf partnered closely with a group of internal SME’s to train them on how to use the webinar platform and successfully fulfill important webinar roles including panelists, producer/organizer and moderators to answer member questions in realtime.
Return on Investment - Although there have been many benefits to this educational program for members, two key performance indicators that increased significantly as a result of the project were the knowledge score calculation and the members anticipated level of engagement with the program.
The Client - one the largest community colleges in the United States
The Challenge - significantly and sustainably improve the quality of service received by students.
The Solution - Newleaf created a steering committee comprised of members of senior leadership, faculty, classified staff (supervisory and non-supervisory) as well as student representatives.
Newleaf created a a series of half-day service workshops to address the different service interactions experienced by students and between colleagues.
Additionally, Newleaf created a series of eLearning modules to address service standards between leadership, faculty and classified staff.
Finally, Newleaf worked closely with Financial Aid, Admissions and Records as well as Business Services to create a series of eLearning modules posted on the college website which proved to be extremely useful to students.
Return on investment - the college reported a significant improvement in both quantitive and qualitative measures with regard to student service and satisfaction levels. The district reported how pleased they were with the results and at the time of writing are evaluating the cost and benefit of replicating the project across the other colleges.