JetBlue is the top social airline, but number two will shock you—The 2017 ranking of airlines using social media found JetBlue in first place, no surprise for an airline that has always been an upstart and has been effective in the social space. United Airlines took the second spot and ranked first as the most loved brand among 60 some-odd global carriers. American Airlines was third in the social ranking, followed by KLM and Southwest Airlines. The report assesses the volume Read More »
Facebook’s Workplace arrives—In tests it was called Facebook at Work, but now that it’s available to any organization that wants to pony up for it, Facebook has named its workplace messaging tool Workplace. Designed to take on popular tools like Slack, Hipchat, Yammer, and Chatter, Workplace brings a Facebook-like interface to the enterprise. The tool features groups, updates, the ability to tag people, share files, chat with multiple colleagues, and publish Read More »
Employee engagement was a constant theme in this week’s conversation with iCology founder Chuck Gose, internal communication measurement thought leader Angela Sinickas, and BBVA’s global head of employee communication, Peter Vogt. (Don’t worry; if you’re not involved with employee communication, there’s plenty to sink your teeth into in this episode for you, too.) Our topics included…
A Harvard Business Review article suggests there’s a dark side to engagement.
Internal communication departments are not adopting mobile solutions.
Focusing internal communications on employee engagement and the employee experience will not move the customer experience (CX) needle without also communicating with employees about customers.
That was the point of my post last week. That post covered the why bot not so much the how. To that end, here are nine ways internal communicators can have an impact on employees delivering on the Customer Experience—especially those who don’t have day-to-day interaction with customers:
Help employees visualize the Customer Journey
Most employees whose jobs don’t involve customer contact have a hard time visualizing how their work affects Read More »
Today’s panel features Paul Gillin, who is opening a content marketing arm of his company Profitecture (and who also is host of FIR B2B here on the FIR Podcast Network); Carol Kinsey Goman, a keynote speaker, author, and adviser on collaboration, non-verbal communication, and other communication-related issues; and David Murray, executive director of the Professional Speechwriters Association, publisher of Vital Speeches of the Day, and prolific blogger. All three of today’s panel are published authors who talked about…
CEOs and CFOs who offer explanations (and excuses) for underperforming Read More »
The Friday Wrap is my weekly collection of news stories, posts, studies, and reports designed to help organizational communicators stay current on the trends and technology that affect their jobs. These may be items that flew under the radar while other stories grabbed big headlines. As always, I collect material from which I select Wrap stories (as well as stories to report on the For Immediate Release podcast, along with stuff I just want to remember to read) on my link blog, which you’re welcome to follow. If you want to make sure you never miss an edition of the Wrap, subscribe to my weekly email briefing.