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.
Today’s panel includes internal communications consultant and speaker Steve Crescenzo; ROI Communications CEO Barbara Fagan-Smith; and Frost Bank’s Vice President of Employee Communications, Culture, and People Development, Sheri Rosen.
Our topics included…
For the first time, Edelman has issued a report that dissects data from the Trust Barometer to find out how much employees trust their employers. The results weren’t pretty.
Facebook Live is now available to everybody using the Android or iOS Facebook app. Facebook Live essentially puts a broadcast studio in Read More »
The employee communications department is at risk of becoming irrelevant. There already are voices calling for companies to do away with them, arguing that a function focusing on one discrete audience is anachronistic given everybody’s ability to see what everybody else is saying.
I noted in a post about a year ago that BBC’s former HR and Internal Communications Director, Lucy Adams, wrote, “Internal communications as a narrowly defined function and approach is dead.” Gerard Corbett—a PR agency CEO and former honcho at PRSA, wrote that “Maybe it’s time to let go of ‘internal’ and ‘employee’ as modifiers of communications to Read More »
I tend to stay away from the big social media conferences that attract the same speakers over and over and over again. It’s not that I have anything against these folks; in fact, I count many of them among my friends. They’re mostly terrific speakers. And I have had great times at New Media Expo and some of the others you’re likely to hear touted every year.
Given the amount of time I spend on the road anyway, I just find my time is better invested speaking at conferences attended by the people to whom I most want to get my message across: communicators dealing with real-world issues for companies that are mostly not doing business Read More »