Change your employees’ story. Change your customer experience.

According to Enterprise IG, 70 percent of customers’ brand perception is determined by conversations with employees; and yet, Gallup Poll found that only 41 percent of employees understand what their companies stand for.

What stories are your employees telling? And how would you go about changing these stories to create a clear and consistent customer experience?

First, companies must discover the story they want to tell. Effective customer communication starts with a clear, compelling and consistent Corporate Messaging Platform.

But then getting that story into the hearts, minds and voices of employees requires change. The word “change” often elicits an involuntary stress response. Why? Because change isn’t easy.

Chip Heath, author of Switch: How to Change Things When Change is Hard wrote, “

[A leader’s] rational side may say that the company needs to go in a different direction. But the emotional side is comfortable with the old ways of thinking and selling, and it has great anxiety about whether the company can change successfully.”

The fear is real, and it’s valid. Nearly half of all corporate change initiatives fail. To succeed in changing employee behavior, build a plan that:

  • Creates awareness through sustained internal communications
  • Develops skills through learning that’s reinforced over time
  • Integrates your new story into sales processes, service scripts and more
  • Builds desire through recognition and rewards
  • Monitors the impact of change through effective measurement method

When marketers work across lines of business to engage change amongst executives, HR teams, sales organizations, customer service and delivery teams — change can be successful and reap tremendous benefits. By helping employees deliver a clear, compelling and consistent message through disciplined organizational change initiatives your company will:

  • Realize new business opportunities and growth
  • Articulate credible, mutual business value in every customer conversation
  • Engage employees with authentic reasons to believe
  • Build trust with customers through a consistent messaging
  • Achieve measurable business and performance goals

As the industry continues to add more and more channels through which to reach customers, it is imperative that marketers select the ones that will have the biggest impact on reaching stated goals. Investing in changing the way employees bring your company story to life will have a lasting effect on the customer experience.

Watch this short video to learn how you can achieve desired business results with organizational change programs.

By | 2016-11-14T15:19:52+00:00 August 5, 2015|Categories: Organization Change|Tags: |

About the Author:

With more than 25 years experience building collaborative relationships with executive teams, Jim brings a wealth of knowledge to every client engagement. O’Gara has spent thousands of hours formulating winning go-to-market strategies and stories for dozens of Fortune 100 companies and hundreds of high-growth businesses. O’Gara’s expertise in go-to-market strategy development, customer research, corporate messaging and positioning, customer experience management as well as customer-centric culture development has earned him the respect of executives around the world. Over the years, his ability to breakdown business, marketing and customer experience challenges in complex industries (such as healthcare, technology and professional services) has been invaluable to CEOs and CMOs at a number of leading companies. Jim is an active member of the Forbes Communications Council and his thought leadership often appears on Forbes.com.