September 01, 2010
What Works for the Worker, Works for the CustomerYesterday, I wrote about our roundtable discussion on internal communications. I mentioned staff communications and it's effect on customer/client needs.
This was the golden nugget we uncovered during our chat - at the end of the day, proper internal comms drive more value from your customer and client relationships. And not just monetary value: loyalty, recognition, association, recommendations, on and on and on. An excited, informed staff member is better equipped to provide a greater service experience to your audience (Zappos being the most obvious of examples…)
Internal communication, then, cannot be an afterthought. Communication affects service. Communication is service; A service to your employees which improves service for your customer.
It’s not a new concept but it is one that, in our world of increasing content and decreasing time for it all, can be easily forgotten on the back burner.
We've started a few growing group discussions on LinkedIn around these ideas - would be great to hear your thoughts either here on the blog or over in the discussion groups.
Is it useful to think of Communications as a Service?
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