Engage your people and build their commitment to your customer experience strategy
The objective of a communications campaign is to promote understanding and commitment and to engage employees and line managers in a positive, two-way, dialogue about the customer experience strategy. To that end leaders and managers play a vital role in aligning the organisation and addressing sources of resistance.
We recommend developing and implementing an internal communication plan from an early stage in your customer experience effort. The plan should build slowly then expand as your CX plan develops and becomes more fully formed. We have found an approach that involves frequent communication, uses multiple channels and tools, encourages a two-way dialogue and is expressed in a tone of voice that reinforces your brand proposition is the most effective.
cp2’s creative and digital team led by Clive Silver can work with you to develop the full range of communication methods – print, video, digital – across multiple platforms and channels.
In addition to the traditional communication methods, we have found that customer champions drawn from across the organisation can play a powerful role in providing focus, building expertise at a departmental level and building momentum. Setting up a champion network up requires careful thought and planning to ensure the group is set up for success.
In addition to internal communications, we also offer motivational speakers, workshops and events.
Our experience covers both b2b and b2c across retail, telecoms, financial services, hospitality, transportation, business services and technology sectors in the UK and overseas. Here are some of the clients we have worked with.