Jody Humble, regional manager of corporate communication for FedEx Canada, argues that storytelling is an effective way to communicate and shape corporate culture.She opened her presentation with a video narrated by individuals reflecting on how FedEx employees has rallied to help in the wake of Hurricane Katrina’s devastation of New Orleans and Louisiana.“That explains the kind of company we are trying to be.” And the company clearly is doing something right ait ranks number four on Fortune’s list of most admired companies.Key drivers of culture at FedEx include a recognition that “Our product is our people.” Layered onto this is the evolving portfolio of companies (e.g. Kinko’s) and increased competition. Finally, there is a recognition that expectations of the company are changing. For example, in the post-911 world, the company must play a role in ensuring the security of it clients.
FedEx has introduced “The purple promise: Pledge. Attitude. Behaviour.” to shape and sustain its positive corporate culture.
Pledge: I will make every FedEx experience outstanding. Experience includes experiences between employees, with customers and with anyone else the company deals with.
Behaviour: A personal checklist for action. How will I satisfy my customers today? Have I treated them in a professional, competent, polite an caring manner? Have I delivered the highest quality service? Have I processed information with 100% accuracy?
The Purple Promise is an essential business strategy. It provides a basis for empoyees to compete collectively and provide optimal customer experiences, thus improving customer loyalty.
Four elements of embedding the culture:
- Policies, practices and tools – must be established at the outset.
- Leadership by example (storytelling) – provides a basis in fact.
- Communication (storytelling) – delivers and sustains
- Recognition & reward – At the end of the day, people need a personal reason to change their behaviour.
Storytelling is a principal vehicle for propagating a positive culture based on the Purple Promise. Our world is a social place. Our view of it is created by social interaction more than facts. We listen to people we trust.
Through the intranet, employee videos, an in-house television network, face to face meetings and other vehicles, FedEx attempts to deliver a constant stream of stories that embody the Purple Promise.
For this to work, it requires an enlightened human resources director who is prepared to work closely and cooperatively with the communications department.
Performance measures have been realigned to service performance, including a bonus based on the company’s service results.
This is backed up by both monetary and nonmonetary recognition and awards. A tiered recognition program empowers managers to acknowledge positive contributions on the spot. A more formal selection process is used to select recipients of Purple Promise Awards, which carry both recognition and remuneration.
In fine David Letterman, form Jody closed with a list of the Top 10 benefits of storytelling:
10. It can be inexpensive – a great deal can be accomplished at relatively little cost
9. Adds endurance ot the message
8. Encourages listening – we all listen to stories.
7. Infiltrates ‘water cooler’ conversations.
6. It is highly persuasive – You’re more likely to believe something in the context of a story.
5. Inspires trust – increased interaction through storytelling enhances familiarity, comfort and trust.
4. Forges the bonds of common experience
3. Simplifies the complex via metaphors
2. Appeals to emotions – a good story moves you emotionally.
1. Captures and leverages institutional knowledge – a great way to share knowledge with your workforce.
In the question and answer session, one participant observed that The Purple Promise is working because it is a way of life, not merely a communications program. For a culture program like this to work, everybody must be part of it – executives, human resources, frontline service deliverers, every part of the organization.
This was a good, practical advice section that had the corporate communications people in the room taking notes.