As the Manager of Culture & Client Experience at Olberding Brand Family, my role is to elevate touchpoints for our clients, both internal and external. We have put in place practices and procedures to help ensure that everyone feels welcomed, involved, and engaged during their time on any of our campus locations.
As the Manager of Culture & Client Experience at Olberding Brand Family, my role is to elevate touchpoints for our clients, both internal and external. We have put in place practices and procedures to help ensure that everyone feels welcomed, involved, and engaged during their time on any of our campus locations.
For our external clients, this means ensuring that their visit is comfortable and productive, as we collaborate to deliver exceptional results for their high-profile CPG (consumer packaged goods) brands. Our clients know they can count on us for granular planning, meticulous expertise, an innovative spirit, and an efficient and focused creative refinement and approval process.
Taking our CPG clients’ projects to completion can be a complicated and demanding process, so we endeavor to make their time with our team as relaxing and enjoyable as possible. This ranges from tiny details like having their favorite snacks on hand, to much larger details such as ensuring that key members of the Olberding Brand Family team are present and proactive throughout the process to address any questions and concerns.
Our client experience approach was inspired by The Walt Disney Company model, a company universally praised for their dedication to delighting guests. Intensive training was conducted for managers, and company-wide workshops were held for all internal clients. As new individuals join Olberding Brand Family, they also receive training, underscoring their importance in optimizing the client experience.
As a fourth-generation, family-owned company, we know that our people are our greatest asset. Our Leadership Development Program is one important way we put our team first and give them the opportunity to grow. This nine-month-long program immerses 30 participants in the Olberding Brand Family culture and focuses on developing their leadership skills as they work towards the next step of their career.
Emily Bomkamp, M.Ed., our Learning & Development Manager, underscores that the program is intended to develop leaders, not train managers. “It’s a crucial distinction,” said Emily, “because the goal is to empower confident, skilled individuals who lead by example at all levels of the company. This investment in our people has a ripple effect that benefits our overall problem-solving capabilities, strengthens our internal relationships, and enables us to better respond to client requests and unexpected challenges.”
Enhancing the experience for our internal clients requires genuine engagement throughout our organization. The mission of our Employee Engagement Committee is to ensure everyone feels valued for their unique selves, has opportunities to grow, and is empowered to do their best.
While about half of our team is located at our Cincinnati campus, it’s essential that team members at other campus locations and those working from home feel connected, that their voices are being heard, and that they are equally empowered. As someone who works in our Columbus office, not our Cincinnati HQ, I’m especially mindful of what it means to be “connected” and endeavor to do my best to ensure everyone feels it.
Our values unite us as a team. By striving to uplift everyone around us, we help to ensure that we all win together.
Continuing to foster our culture and values throughout the entire organization will be increasingly important over the next decade—and beyond—as we continue to recruit talented individuals and expand our reach while staying true to who we are.