Employee Experience Examples

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Channel Assist: the best employer you’ve never heard of


Freeformers and Channel Assist were both convinced that Channel Assist had a fantastic Employee Experience. The trouble was, that there was no real data to back up this claim. Together, we embarked on a collaborative effort to test a new approach aimed at validating the Employee Experience and identifying areas for improvement. Some organisations might shy away from this, but in true pioneering spirit, Channel Assist were keen to put their money where their mouth was.

The theory behind our approach

Freeformers believe that there has to be a balance between the value that an employee gives to an organisation, and the value that an organisation gives to its employees. We call this Mutual Lifetime Value.

A Venn diagram. The left circle is "A Business: Employee Lifetime Value." The right circle is "Its People: Employer Lifetime Value." The centre is "Mutual Lifetime Value."

If an employee is giving lots of value to their organisation, without perceiving that they’re getting anything in return, you end up with a disengaged, less productive employee. On the flip side, if an organisation is providing lots of value without getting much in return, there may be a lot of satisfied employees, but an unproductive and potentially unsustainable business. Obviously, if both values are low, the result is low engagement and low productivity.

How do you assess the value of the Employee Experience?

Freeformers and Channel Assist worked together to identify key commercial and people data that reflects the business’ performance across the entire employee lifecycle. We benchmarked Channel Assist’s metrics to comparable small and medium UK business (SMB). We quickly identified gaps, which we were able to collect through an employee survey.

What did we find out?

In terms of human data, we observed high levels of engagement, as evidenced by an eNPS (Employee Net Promoter Score) of 78. For context, anything above 50 is considered excellent, and above 70 is world-class.

Furthermore, an overwhelming 95% of individuals agreed or strongly agreed that they felt “proud to work for Channel Assist”, while 100% expressed feeling motivated to exceed their regular job responsibilities. This clearly represents an engaged and productive workforce.

The commercial impact of Channel Assist’s Employee Experience was equally impressive, with strong and effective recruitment resulting in a faster time to hire, faster time to productivity and lower turnover rates than our SMB benchmark. Channel Assist offers generous benefits with the vast majority of employees using benefits on a regular basis. There were some suggestions for improvement, which Channel Assist is exploring.

Freeformers calculated the Mutual Lifetime Value to be 1 : 2.9 – meaning that Channel Assist get three times as much value from their people as they put in. Coupled with an exceptionally high eNPS, this is a company with a great Employee Experience.

What happened next

Channel Assist knew this wasn’t the end of their journey. The data shows a snapshot in time, and needs to be monitored regularly. As such, the team is exploring continuous and frequent data capture so that they’re immediately aware if anything changes. The team is also exploring the benefits data in consultation with their employees and whether alternative benefits would be more appropriate. 

Freeformers and Channel Assist got back together to record their highly engaged employees to share just how great it is to work at Channel Assist. Future plans involve segmenting these first stories into a targeted recruitment campaign to create a network of advocates who would love to join Channel Assist.

Here’s some of their words

Think you have an awesome employee experience? Put your money where your mouth is and test it out with us.

Harnessing the power of influence

Creative Diversity Network (CDN) is a membership organisation dedicated to ensuring every part of the UK broadcasting supply chain understands the diversity and inclusivity landscape. Since 2020, the Freeformers team has been actively engaged in the Doubling Disability program, focusing on developing a team of disability inclusion trainers to improve disability awareness and knowledge within the industry.

Initially, CDN offered training exclusively to its membership but recognized the need to expand to ensure commercial sustainability. In order to establish themselves as a commercial training provider, we recognised the need to improve the quality of the online training.

Who are the best people at communicating through video? TikTokers, YouTubers, streamers… in other words social media influencers or content creators. We created an unconventional Train the Trainer workshop for participants to learn the cheap and easy-to-replicate tips and tricks that social media influencers use. This was especially important given that the trainers operated as freelancers without the backing of organisational budgets.

We taught participants how to use the principles of FLOSS (framing, lighting, orientation, stabilisation and sound) to improve the quality of their training. Additionally, we introduced creative activities, such as reading children’s books and a scavenger hunt to enhance their online presence. We prioritised accommodating participants’ access requirements, thereby ensuring inclusivity within our program.

Comments from the trainers include:

  • “This was such a good workshop. I didn’t realise how cheaply I could improve my training.”
  • “It’s amazing how little things have had such an impact on my training set up. I feel much more confident now.”

“We had a noticeable inconsistency with the quality of training delivery, particularly how the trainers were presenting themselves online. I’m pleased to say there is a marked difference with all trainers passing our quality assurance process. It was something different from Freeformers and it definitely helped us.”

Adam Hawley, Head of Projects

Want the lowdown on influencer tips and tricks? Our different influencers packages can help you get started.


Workplace influencers: tackling the obesity crisis

A tablet showing "Your production kit"

The obesity crisis is something that requires a significant change in approach. The eat less and move more mentality, whilst appropriate for some, isn’t the only conversation that people should be having. There are 8 different treatments and conversations for anyone with obesity.

Working with a pharmaceutical company that originally asked for a series of newsletters, we onboarded and supported 8 influencers to deliver a campaign to change the mindset of the organisation, to support their mission of solving the obesity crisis.

The videos were emotive and spoke to a wide range of job roles, functions, personas and countries across the whole of northwestern Europe. Inspiring over 400 people to think and act differently in this area, and join in the conversation on the internal social network.


Workplace influencers: Improving sales figures

A tablet showing Facebook comments

To raise product knowledge, brand awareness, and sales confidence, this domestic appliances supplier historically relied on traditional methods. They would use their training team to visit sales staff and produce a suite of QVC-style training videos.

Unfortunately for them, this was becoming increasingly ineffective. Free time on the shop floor was a scarce commodity, and the videos weren’t having the desired effect. Instead, we used workplace influencers to increase engagement and improve sales.

With over 10,000 views, 633 reactions and 230 comments on the internal social network, sales and advocacy for the brand increased.

The influencers themselves developed skills to help them in careers: one now works as a content creator and another has pursued a career as a teaching assistant.


Workplace influencers: Navigating tricky times

Mergers are a tricky time. They involve blending cultures, merging two distinct brands, and providing reassurance on employee’s new roles and responsibilities.

Our goal was to capture the authentic stories of a merger between two customer service brands. We devised a workplace influencer campaign designed to mirror the emotional rollercoaster, with influencers from each side sharing their experiences with their respective audiences. We launched this initiative ahead of the actual merger, so the stories would begin with initial reactions to merger.

The result was a highly successful campaign, garnering over 45,000 views in the first week. It provided a platform for people to express their genuine emotions, fostering open and honest conversations with the business. This approach ultimately contributed to nurturing a positive employee experience throughout the process.

A phone next to a laptop and headphones. The screen shows a Tweet (X) with an infographic.

Ongoing development: Supporting disability trainers to flourish

Creative Diversity Network (CDN) is a membership organisation dedicated to ensuring every part of the UK broadcasting supply chain understands the diversity and inclusivity landscape. By the end of 2022, they had a group of disability inclusion trainers who, with no prior training experience, had been through a Train the Trainer programme developed and run by some of our team.

However, we are acutely aware that a Train the Trainer programme alone is not enough to create an experienced trainer. Young plants need time and nurture before they can develop into full grown trees; it’s the same with individuals, who need ongoing support and development to reach their full potential.

So that’s what we proposed. An ongoing trainer development programme to support and grow trainers to deliver high quality, impactful training to paying customers.

Identifying areas of weakness, along with the trainers’ own self-identified areas for improvement, we crafted an ongoing programme of quarterly professional development sessions, peer learning and continuous coaching. Our programme is iterative and based on the needs that we see and designed in consultation with the trainers. 

With CDN’s plans to grow their training offering, we supported the process for commissioning and developing new modules, as well as coaching the trainers to create the new courses themselves. We also developed a formal Quality Assurance process and standardised objective assessment criteria to ensure CDN’s (and their customers’) high expectations were met.

The impact? Trainers are more confident, with all having successfully passed their Quality Assurance assessment and delivering high quality training for CDN.

Adam said “Freeformers have supported CDN in building out a group of trainers offering a grounded, diverse, and proficient learning experience. With ongoing professional development sessions, they have room to engage and explore new areas of learning practice. Freeformers’ work on supporting our new module development has ensured 6 modules are now available that have a consistent style and feel across the suite, as well as a quality assurance process that ensures a standardised learning experience for all the attendees. We’re very happy with our partnership.”


Live events: One cerealously engaging strategy

Meet Kellanova, the dynamic global snacking organisation that spun out from Kellogg Company in 2023. A new company that is so much more than Cornflakes and Rice Krispies. They are on a journey to redefine themselves and their products. 

With such a transformative change, they had to start thinking differently. They needed to communicate a brand new product launch strategy to senior leaders in the European division. They were adamant that the traditional (and expected) keynote format wouldn’t cut the mustard. The subject matter needed to be memorable as well as informative.

So they decided on a game show?

Although Kellanova had the format in mind, they needed creative and methodical support to make their vision a reality.

Enter Freeformers – the force behind the transformative session. Originally tasked with hosting, it became evident that we could support in other ways. Within two weeks, we developed and hosted the game show from end to end. By engaging with Kellanova’s senior stakeholders, we were able to integrate key messages and priorities. We crafted an unconventional experience – (think blindfolded hands in snack-filled boxes, and rapid-fire assembly of a strategy puzzle and… Twilight?) – and collaborated with the incredibly talented production team Conference Services to bring the game show to life. We also took care of the nitty-gritty, from recommending props and sourcing outfits to providing a detailed production schedule, alleviating a huge administrative burden for Kellanova.

Did we mention this was the graveyard shift of a two day event? What had the potential to send attendees to sleep had the opposite effect. The room buzzed with energy, whoops and cheers. Attendees not only absorbed the new product strategy but left with a newfound enthusiasm for the product strategy and the rest of the day.

“From start to finish, they injected fun, professionalism, and innovation. An experience that not only met but exceeded our key goals with an injection of energy, laughter, and purpose.”

Ted Moran, Multi-Media Manager Internal Communications at Kellanova

Plans are underway to replicate the event with different audiences.

If you are brave enough to think differently about how you engage your employees at conferences and events, then get in touch with us today. We might just surprise you (and certainly your audience).

Let’s join forces for good.

No one deserves to frown at the thought of work.

If you feel the same – and can see the performance power of a working world where everybody’s back is being scratched – then let’s talk.

Together, we can make a better working world for everybody.

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