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How Not to Let the Grapevine Choke Your Organization

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Motown legend Marvin Gaye scored his first No. 1 hit with the song, “I Heard it Through the Grapevine,” back in 1968. The title of that song has lessons for business communications that are relevant today.

“I heard it through the grapevine” is a common phrase – in fact, hearing it on the streets of Chicago in the mid-’60s inspired the writer of that Motown hit. Every organization has a “grapevine,” an informal and often twisty channel on which information flows. When we hear things through the grapevine, we mean that we didn’t hear it directly from the source.

Communication Channel of Future is on Now- Business TV

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One of my strongest early memories of seeing television as a kid was the Apollo 11 moon landing. Watching Neil Armstrong climb down the ladder as the first man to step on the moon in July 1969 – it was amazing to see it happen live. Those moving pictures made me feel like I was there in person.

Television has become so entwined in our lives and society that it’s hard to picture anything matching TV’s ability to reach, teach, engage and entertain broad audiences. Imagine, however, harnessing that capability for yourself or your organization. How cool would it be to have your own TV channel, where you can broadcast whatever content you want, whenever you want, and on almost any device you want?

Is this science fiction? Believe it or not, it’s fact.The ability for any organization to have a secure, interactive communication platform to reach audiences large or small exists today.We call it Business TV, and I’ll discuss that topic much more in future posts.

How to Keep Waterfalls Flowing

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If you’ve ever stood alongside a waterfall, whether it’s a mountain stream, Niagara Falls or the massive Victoria Falls, it’s impressive to see the flow. The power of a waterfall is in its kinetic energy, flowing from its source to its destination downstream. That power, properly harnessed, can literally light up cities.

Messaging is much like a waterfall. In most organizations, internal communications flow down from the top management and are intended to reach all employees. But all too often there is a problem with this cascade: the flow gets diverted or, worse yet, stops. When that happens, the people downstream who need to receive the message don’t get it, or they can’t clearly understand it.

7 Ways to Make More Positive Customer Experiences

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Customer engagement is critical to sustaining growth for your business. But what helps engage customers? The answer is consistent positive experiences with your business. Below are seven ways to create more positive experiences for your customers.

  • Focus on expectations. What do customers expect of your company? This is partly what you establish and what your customers have experienced elsewhere. If your industry isn’t known for wowing customers, then it shouldn’t be hard to make noticeable improvements. But you may have to overcome skepticism. Conversely, if your competitors have set the bar high, then your organization has to redouble its efforts to impress customers.

5 Benefits of a Better Experience for Customers

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Customer engagement is closely tied to winning and, more importantly, keeping customers. In all industries, but especially in service industries, customer experience is a major differentiator.

People choose to buy products and services for many reasons. Price is an obvious one, but it’s far from the only reason. In virtually every industry, consumers have an array of choices and different brands to consider. Selecting a complex product or professional service can take a lot of effort. Some consumers are inveterate shoppers – they’ll look around constantly for the best value or lowest price. Why would a customer who has a positive experience want to go to that trouble of researching and choosing another provider? The simple answer is, most don’t. Unfortunately, too many companies give their customers reasons to look around.Businesses that want to keep their customers need to focus on improving the customers’ experience.