Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. …
How Internal Podcasts can Help Engage Your Employees Read More »
Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing. Our scope of work has grown from …
Lessons from 10 Years Working in Public Service Social Customer Care Read More »
The thing about expectations is they never go down. SMS self service is no different. Customers are getting exceedingly comfortable navigating digital engagement with brands. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. It’s often said that customers aren’t …
Find Balance in SMS Self Service and Proactive Engagement Read More »
You have employee experience superpowers and you may not even know it. I’m a super hero nerd. I grew up on Marvel comics and reading about the latest adventures of Spider-man, Avengers and the X-men, and with the rise of Marvel movies I’m a very happy, happy boy. Watching these extraordinary people show the world …
7 Employee Engagement Superpowers for More than Mere Mortals Read More »
It doesn’t need to take much for a customer to break up with your business, go to your competition and never use your service or product again. And there are so many factors that can go into it – the kind of day the customer is having, the kind of day the business is having, …
Customers Do Not Need a Big Blow Up to Break Up with You Read More »
We can love what we do and still need to practice self care to address our mental health. In providing customer care to your customers through frontline services (social media platforms, LIVE chat, phone, in-person), you will engage every day – answering questions, correcting misinformation, listening to concerns, passing on feedback, etc. This is all …
Ways to Prioritize Self Care for the Service Frontline Read More »
In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. “Yes, but what do you do? Aren’t you just tweaking on faceplant?” – actual quote from my dad. Thanks, Dad. To be fair, I regularly explain my role, …
Behind the Scenes of Government Social Media Customer Care Read More »
Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they …
Employees Want You To Brush Up On Your Email Etiquette Read More »
Are you ready to be a better communicator? FYI: As a current or aspiring leader, your answer always needs to be YES. I had the pleasure to speak on the challenges to good communication and tips to improve it at the BIG Ready conference. The BIG Ready, hosted by the Productivityist Mike Vardy, is an …
Save Time and Be More Productive with Effective Communication Read More »
A great presentation is an amazing tool in engaging your employees. But, I can’t tell you how often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. Most presentations are far more about reading back information from …
Your Presentation Is Not A Report And How To Fix It Read More »
