Objective
To celebrate Customer Service Week by building awareness and driving customer-centric values:
Simplicity, Expertise, Convenience, Empathy, Respect, Proactive Approach.
Proposal & Strategy
To engage employees on the final day of Customer Service Week, we designed a Carnival-style event with fun activities that conveyed key messages without being preachy.
What We Did & The Outcome
We customized the engagement solution to Liberty’s needs by introducing Disruptions—interactive stalls where each game was themed around two of the six values.
Employees visited the stalls, participated in three games, and experienced activities that metaphorically reinforced customer-centric behavior.
Example: Respect & Proactive
- Value Messages:
- Respect: “I respect the commitment made to the customer.”
- Proactive: “Am I being proactive to customer needs when designing my product, process, or technology?”
- Gamification:
At this stall, two caricature artists were set up—a popular attraction. Sample caricatures were displayed, and employees were invited to get their own caricatures done. They were told to return in 30 minutes to collect them. However, the “commitment” wasn’t met on time. Employees had to keep coming back, and the final caricatures didn’t match their expectations. When they complained, they received a card with this message: “If you expect RESPECT as a customer, you must RESPECT your commitments to your customers too. Be PROACTIVE in understanding customer needs while designing your products.”
Impact
The activity successfully delivered the customer-centric values in a fun, experiential, and memorable way, making employees reflect on their own approach to customer service.
