Handling change management today: what the experts say

Recently I had the pleasure of joining employee communications colleagues in an interview conducted by Elizabeth Castro of O’Malley Hansen Communications. Nate Riggs of Social Business Strategies, Kevin Johnson of BT (formerly British Telephone), Rachel Allen of London Overground Rail Operations, and I took part in a far-ranging conversation that touched on myriad topics. Among

Read More

10 best practices for writing to customers – Part 1

In today’s highly competitive business world, winning brand loyalty is not only a primary goal, it’s mission critical –and that means consistently providing an exceptional customer experience. A big part of that is in your communications. Are they clear and concise? Can customers quickly understand what to do, or do your service letters launch into

Read More

Beyond the Arc recognized by Forrester for customer experience work

The clock is ticking on our 15 minutes of fame. Beyond the Arc is recognized by Forrester Research in its October 2010 report, Market Overview: Enterprise Customer Experience Transformation Consultants. The report profiles the usual suspects, large national consulting firms, along with a handful of boutiques specializing in customer experience. Forrester evaluated consulting firms because,

Read More

Customer channel use: taking a holistic view

Are you taking too narrow a view of your customer data? Nothing is more critical to strategizing and executing an effective Voice of the Customer (VoC) program than looking at the “big picture.“ As an example, our financial services clients gather massive amounts of data from customer transactions and mine it for insights about what

Read More

Do your customers read your communications? Take the quiz

When was the last time you received a really compelling business communication? Considering the volume of email, letters, instant messages, and more that compete for our attention every day, it’s not surprising that your customers may miss an important message from you. Every business wants to create well-written communications that stand out, but they often

Read More

Getting your company on board to improve customer communications

Improving your customer communications can help strengthen brand loyalty, increase sales potential, reduce support costs – and it makes good sense for your business. So how do you get everyone on board to make changes and rally toward a clear, consistent, and unified voice for your company? Consider the following best practices to help drive

Read More