Helping a communications giant be more engaging

How can the world’s biggest social network learn how to connect with clients better?


What we did

Ran Trusted Partner workshops to show the importance of client empathy.

Ran Client-Centred Thinking workshops to apply creativity across client engagements.

Delivered in-person and virtual training to fit in with the teams’ busy schedules.

Situation

In 2018, Facebook asked us to equip their Client Partners and Client Service Managers with the tools to engage their client’s with more empathy and to solve their problems with more creativity.

Action

We joined forces with Facebook’s L&D team, tailoring two of our workshops for the task at hand. The goal was to give Client Partners a toolkit to understand their clients’ world at a deeper level so they could move from ‘service provider’ to ‘consultative partner’.

Facebook first incorporated the workshop into a three-month strengths-based learning program, delivered to senior Client Partners.

This program has since been iterated and rolled out to a wider group of client partners and managers across the EMEA region, as both a half-day and a full-day workshop, delivered in-person or virtually.

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