Tag Archives: internal communication

Customer Experience Matters: Five Tactics for Better Customer Loyalty

Customer Loyalty, Business Branding, and Walt Disney:

Customer Experience Matters is a good and educational read. A recent post was particularly compelling and inspiring for businesses aiming at better customer loyalty and branding. For instance Walt Disney once said:

You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.

Here are some implications of this law:

Don’t under-spend on training. You can’t just change some business rules and processes and hope that customers will be treated better. Just about any change to customer experience requires some employees to change what they do and how they do it. So don’t skimp on the training effort.

Make it easy to do the right thing. If it’s hard for employees to do something, then they are less likely to do it — and more likely to get frustrated. That’s why enabling technologies need to be designed for employees to easily accomplish tasks that help customers.

Communicate, communicate, communicate. If you want to have employees feel like they’re a part of something, then you need to tell them what’s going on. So develop a robust communications plan that not only tells employees what the company is doing, but also explains why you’re doing it. And it helps if you sincerely solicit feedback!

Find ways to celebrate. If employees do things that help customers, then find a way to celebrate those actions. These celebrations can take many different forms: a handwritten note from the president, acknowledgement in a company newsletter, or an on-the-spot bonus. Look for opportunities to catch people doing the right thing.

Measure employee engagement. Firms need to put the same rigor in monitoring employee relationships that they do in monitoring customer relationships. So they need to develop a relationship tracking measure like “likelihood to recommend as a place to work” that is used to gauge progress and to identify corrective measures.

The bottom line: Customer experience depends on employee experience.

You can read his 6 Laws of Customer Loyalty here.

How can you do a better job of creating a better customer experience and of making customers feel less like numbers?

Creative Fusion Media is a ethical search engine optimization company and social media agencythat provides white hat internet marketing services from Nashville, TN.

Enterprise 2.0: 12 Things Wikis Can Do For Your Organizational Communication

The Power of Wikis for Business Productivity and Project Management:

Stewart Madder, author of Wikipatterns highlights:

When Tim Berners-Lee created the WorldWideWeb, he envisioned it as a “creative space to share and edit information….and wikis enable people to do just that.

Growing wiki use in your organization is worthwhile because it creates an environment where everyone is empowered to directly make things happen, which gives people a deeper sense of purpose and accomplishment. That’s not something I can say for most other tools, like email. It’s essential if you want to build a successful new venture, or ensure the relevance and success of an existing organization in this rapidly changing world.

(credit: Wikinomics blog)

Who Cares?
If you’re not quite sold on the radical communication powers of wikis, Web Worker Daily has a great explanation of productive uses of wikis to inspire you:

1) To-do list.
2) Project management.
3) Operations manuals
4) Checklists.
5) Plan an event.
6) Log client work.
7) Track invoices.
8 Notes and snippets.
9) Goals.
10) Contacts.
11) Workspace.
12) FAQs.

Wikis are about collaborative and coordinated communication. Period.

Is a Wiki right for your organization and its needs?

A recent Information Week article answers this question with ease as it details the knowledge and content management capabilities of wikis. Ezra Goodnoe delineates:

Wikis can centralize all types of corporate data, such as spreadsheets, Word documents, PowerPoint slides, PDFs — anything that can be displayed in a browser.

Goodnoe continues:

• You want to establish a company intranet quickly and cheaply without sacrificing functionality, security, or durability.

• You want to publish a range of corporate documents in one universally accessible location and let employees manage those documents with a minimum of effort, lag, and risk of redundancy.

• You want to manage and organize meeting notes, team agendas, and company calendars.

• You need a project management tool that is cheap (if not free), extensible, and accessible through any Web browser.

• You need a central location where shared documents can be viewed and revised by a large and/or dispersed team.

Check out Information Week’s list of questions to determine if a wiki is right for you.

What can wikis do for you? For your productivity, project management, and communication coordination? Or do you have wiki stories of your own?

Creative Fusion Media is a ethical search engine optimization company and social media agencythat provides white hat internet marketing services from Nashville, TN.