Pioneered by Grenville Wilson, CEO of Avis South Africa, and developed in partnership with Mark Rittenberg of Corporate Scenes, Brand Ambassador is more of a "movement" than a mere "course." Brand Ambassador was designed to elevate employee motivation, encourage individual responsibility for the corporate mission and create customer focus to drive market share and overall business performance at Avis.

By focusing primarily on the development of "soft skills," Brand Ambassador shows its participants the value of empathy, honesty and humanity in helping them to become trusted advisors to both internal and external customers. Through role play and acting exercises, participants learn how to reach out, connect, motivate and inspire other people.

In the end, Brand Ambassador created a workforce spirit within Avis that increased customer satisfaction to over 90%, cut staff turnover by 10% and catapulted Avis to the number 1 rental car company in South Africa, Norway and Sweden.

The purpose of this platform is to:

• Build a community of excellence between company employees to drive exceptional acts of customer service
• Renew corporate values and commitment by both veteran and new employees
• Develop interpersonal communication skills that enable participants to represent the corporation and its values both internally and externally

Each Brand Ambassador-based custom program is co-developed and co-delivered by Corporate Scenes, Olin Business School and the client as a 2.5 day seminar. The client's values and goals are the focal point of every workshop. The proprietary development model is scalable and flexible, and can accommodate virtually any organization form 2 to 500,000 people across the globe. Working with the client, we identify issues and indicators during the program development phase that will be formally measured by the client once the program is complete to show both quantitative and qualitative indicators of success.

Brand Ambassador uses facilitated discussions, exercises based in acting and theater, frameworks and functional tools to deliver its messages. The table below provides a snapshot of the platform structure and content.

Brand Ambassador — The Art of Communication