As Chief Brand Officer, my role extends beyond logos, campaigns, and creative strategies. It also means caring deeply about the human brand of our company, the way our employees experience working here and how that experience translates into the work we deliver to clients.
That’s why one of the most valuable practices we’ve embraced is listening to our employees through eNPS surveys. Not as a technical HR metric, but as a window into what drives their sense of belonging, fulfillment, and pride.
We measure employee sentiment because we believe our people are the ultimate ambassadors of our brand. Before a client ever sees a campaign, our teams shape it. Before a reputation is built in the market, it’s built in the day-to-day interactions between our people. If they’re inspired, respected, and motivated, that energy radiates outward to the work, to the clients, and ultimately to our reputation.
For us, eNPS isn’t just a score. It’s a conversation. It tells us whether our culture is working, whether our promises to our team are being kept, and whether we’re building a place that people are proud to recommend to others.
A strong internal culture doesn’t just feel good, it’s a competitive advantage. When employees are engaged, they bring more creativity to brainstorming sessions, more care to client relationships, and more resilience to challenges. Our agency’s output, whether it’s strategies, campaigns or stories, becomes more authentic and impactful because it’s fuelled by people who believe in what they’re building together.
At the same time, acting on employee feedback helps us grow as leaders. It gives us clarity on where we’re getting it right and where we need to evolve. By addressing what matters most to our team, we ensure we’re not just retaining talent but nurturing it.
Listening is only meaningful if it’s followed by action. When employees see their feedback shaping decisions, whether that’s new benefits, more flexible work models, or changes in leadership practices, they know they have a voice. And that voice creates trust.
The result? A workplace where people feel valued, safe to share ideas, and proud of the work they do. This sense of belonging doesn’t just stay inside the walls of the agency; it becomes part of the stories we tell for our clients.
And last but not least. When employees are truly invested, the impact is lasting. They don’t just deliver work, they deliver work that carries heart, perspective, and originality. They don’t just represent the brand, they embody it. And that’s why, as both a leader in HR and in branding, I see eNPS not as a survey, but as a mirror. It reflects who we are today, and it guides who we aspire to be tomorrow.
Because at the end of the day, the strongest brands aren’t built in boardrooms, they’re built in the everyday experiences of the people who bring them to life.
