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.
If you would like to discover more about how cp2experience, a customer experience consulting and training company, could help you shape and deliver your organisation’s customer experience, contact us today:
+44 (0)7850 603723 or email email@example.com