Blanchard Used Crowdsourced Insights to Decrease Turnover by 3% and Increase the Rate of Internal Promotions
Blanchard is a global leader in leadership development, consulting, and coaching.
Customer EX Impact Award
-
The Challenge:
- Maintain high engagement and address stagnating survey scores by developing a fresh approach to effectively capturing and actioning employee feedback.
-
The Solution:
- Introduced crowdsourced surveys to complement the annual satisfaction survey, focusing on key areas identified for improvement, such as feedback, growth, and procedural fairness.
- Implemented targeted training programs and initiatives to address these areas directly, fostering a culture of continuous learning and development.
-
The Impact:
- Introduced Conversational Capacity and Building Trust training, leading to improved communication skills and stronger relationships.
- Metrics related to comfort in providing feedback and receiving coaching from managers showed significant improvement.
- Launched career development initiatives, including Empower Hours and the Career Discovery course, leading to enhanced career growth opportunities and an increase in the average rate of internal promotions from 7% in 2021 to 11% in 2023.
- Conducted a compensation and job description audit and offered one-on-one coaching to address fairness concerns, along with Wellness Days to support greater work-life balance.
- Demonstrated the positive impact of listening initiatives on organizational health via improvements in engagement scores and a reduction in turnover rates from 10.78% in 2021 to 7.28% in 2023.