Holtz Communications + Technology

Employees have far more influence over the quality of the Customer Journey than they—or their companies—imagine. By knowing which touchpoints along the journey they can influence, directly or indirectly, employees can ensure those touchpoints result in positive feelings. For employees to know what those touchpoints are and what they can do to improve them, touchpoints need to be part of the employee…

Most companies spend most of their customer-focused dollars on acquisition (aka, the top of the marketing funnel). Businesses constantly seek fresh blood because of the churn among their customer base. Yet it’s almost always costlier to acquire a new customer than retain an existing one. When you lose a customer, it’s usually because something went bad on the customer journey.

This is the…

As an internal communicator, odds are you don’t get a lot of exposure to customers. The fact is, in most organizations, few employees ever interact with a customer. Even more have occasional contact. Those in routine touch with the people whose business keeps our companies afloat usually represent just a sliver of the employee population. In this installment of my series…

This is the latest installment in a series of posts exploring a new model of employee communication, designed to deliver measurable results that demonstrate the impact on the organization in ways that matter to leaders.

This is the latest installment in a series of posts exploring a new model of employee communication, designed to deliver measurable results that demonstrate the impact on the organization in ways that matter to leaders.

This is the latest installment in a series of posts exploring a new model of employee communication, one designed to deliver measurable results that demonstrate the impact on the organization in ways that matter to leaders.