Holtz Communications + Technology

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…

In 1991, while I was leading the communications team at a Southern California-based pharma, I introduced a new feature to the Currents section of the monthly employee magazine. Customer was a brief interview with a customer. In each interview, we asked what the customer liked about doing business with the company, what they liked about working with our competitors, and…

An employee at an A&W root beer stand near the airport in Washington, D.C. noticed something interesting. Some customers were dropping the meals and snacks they bought into their carry-ons. The behavior increased over time. The employee told his boss about it and his boss listened, adding a new service: delivering boxed lunches to planes on the tarmac. That led American…

A lot of companies are doing away with the annual employee evaluation in favor of ongoing feedback. Yet communicators run into trouble when they want to get feedback on communication because of the fear of over-surveying the employee population. In this episode of Shrink-Wrap—inspired by a post in my feed from the Harvard Business Review—I share three examples of quick-and-dirty survey methods…

Compensation is a dicey communication issue.

It’s an important one. A 2014 survey found that up to 66% of employees were thinking about quitting their jobs over dissatisfaction with pay. In the same survey, more than 25% of respondents said they hadn’t been offered a pay increase during the previous 12 months.

Employees frequently learn about their colleagues’ salaries through a variety of channels, from…

I have been toying for a while with the idea of a short weekly video that goes into a little more detail on one of the hotter items I plan to include in my Friday Wrap, which I use to curate items of interest to communicators that have been published in the last week. With Pokemon Go in the news,…