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Posts tagged with Communications

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Talk like a human, for business’s sake

Let’s face it, it’s not too unusual to run into corporate communications that feel impersonal and distant from a customer’s point of view.

So, it's no coincidence that agencies use the word ‘humanising’ over and over again when providing advice on brand messaging. 

Putting aside any possible scepticism towards the seemingly volatile concept, humanising customer interactions must be the ultimate mission of any modern brand, which should empower its brave employees to shake off any robotic feel customers may perceive in their interactions with the company.

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How employee advocacy can strengthen your communications

Thanks to social media, the reach of a company’s internal and external communications span much further than they used to.

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fax machine office space scene

Why does the fax refuse to die?

Every so often a customer or user encounters a process, or experiences an interaction, that makes them feel all 1990s.

It makes them feel like the whole world has moved on, leaving only them, stuck, trying to find a black biro, or trying to communicate with a customer services department.

On the Econsultancy blog, there's been much talk of digital transformation. One of the most startling changes, cross-sector, is the almost complete agreement that web operations must be completely customer focused, as should the rest of business be.

So when, at Econsultancy, we receive the occasional notice of a disputed payment from a Barclaycard or AmEx customer (as do most online businesses), asking me to fax or post back information, I rant and tramp around the office, shouting 'can't we just ****** email it?!'

Why do we have to do this? Is this an indicator of a false dawn; an indicator of how far we have to go until the customer is the number one priority?

Ok, this is going to be a boring article about faxes, but at the heart of it is the 21st Century assertion that 'you must be where your customers are'.

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In praise of Tate's digital strategy

Tate has always looked forward in setting its digital strategy and publishing it clearly.

Earlier this year, the strategy was updated, to lead through to 2015. The title of the document couldn’t put it any plainer, ‘Digital as a Dimension of Everything’.

This is a bold claim, and is perhaps more literal a statement than one would think at first glance.

In this post, I share the salient points, for anyone setting their own digital strategy.

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Three steps to make your PR social

Using digital platforms for online PR is becoming more important than ever. There are a lot of easy steps to follow when you are considering how and when you engage. 

We thought it would be good to go back to basics and then expand on each of the steps below in future posts. Hopefully this will give you a good overview of what to consider as your communications team integrates social media further into your PR planning and engagement.

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