As a follow up to my last post, I wanted to address the question: how do you project a positive voice to the customer?
Before I get into the answer, let’s start with why it’s important to have a positive voice. Whether you’re communicating through a company blog, corporate newsletter, or face-to-face time with employees, customers can tell the tone of your company’s “voice.”
Customers (like employees) have this incredible, innate sense to cut through the customer-focus BS/rhetoric* to know whether or not you genuinely care about them. *Please note: it’s only BS/rhetoric if it’s lip-service and not a true part of your organization’s culture. And therein lies the secret.
A company that values both its customers AND the employees who serve them creates a transparent culture. How employees are treated translates into the way customers are treated … and this sends a strong message about your organization.
So projecting a positive voice stems from internal marketing and comes from within – from leaders who are truly customer- and employee-focused.
What message is your organization sending?