Friday, 14 May 2010

Great internal communication is a vital part of a successful brand organisation

This video, from ABT in Australia, is a great spoof about how some companies handle internal communications.

The trouble is that sadly a lot of companies do get it wrong, resulting in front line staff not delivering to the consumer what has been promised in the marketing.

You know the story.

Brand X launches a swanky new ad promising that they care about you (their customer) blah blah.

The next time you telephone them you go through an automated answering service and eventually end-up talking to someone that can't deal with your question and/or gives you the clear impression they don't really care.

Does this sound familiar?

This is clearly brand suicide.

Brands must ensure they deliver what they promise. If they are really smart they will go one step further and actively find ways to delight consumers.

Motivated staff and good internal communication play a vital role.

Ignore it at your peril.

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