The challenge
Aligning institutional communication and customer experience
With more than 500 employees, the challenge involved two complementary fronts:
- Building a website with clear, reliable and user-oriented content
- Developing teams' behavioral and communication skills
- Ensuring consistency between what the brand communicates and what customers experience in service
The solution
Integration between strategic content and people development
MixCom worked by connecting institutional communication and internal training:
- Structuring and producing content for the digital environment
- Planning and conducting corporate training
- Alignment between messaging, positioning and practical experience
Execution
Content and training as pillars of communication
- Content production for the new website, prioritizing clarity, organization and quality of information
- Corporate courses and training for more than 500 employees, focused on customer service, communication and interpersonal relationships
Impact
Clearer communication and better-prepared teams
- Website structured as a benchmark for information and services
- More organized and publicly accessible institutional communication
- Teams better prepared to serve and communicate with quality
- Greater alignment between brand positioning and customer experience