Strategic internal communications and AI-enabled technology are key to success
Much has been said about customer-centricity, but according to experts, in order to provide a good service to customers and, with that, grow your business, the first step is to put the employee in the center.
This starts with designing an effective internal communications strategy, always keeping the organization’s employees in mind.
“Designing and implementing an effective internal communications plan helps create a healthy working environment, increases loyalty and improves adaptation to organizational changes which leads to increased productivity and employee engagement as well as reducing turnover”Cristela Reyes, CEO of MarketCross, a global public relations and strategic communications agency
Employee Experience, Reputation and AI
It is no secret that a happy employee can become an organization’s best brand ambassador.
According to LinkedIn’s The Official Guide to Employee Advocacy, employees have 10 times more connections on social networks than a company, and content shared by employees generates twice as much engagement as that shared from a company page.
In that regard, a positive Employee Experience (EX) can boost the corporate reputation and image of a workplace, and with that improve the prospect of bringing in new business and customers.
Employee feedback plays an important role in ensuring the success of these initiatives.
A study by Medallia, a pioneer and market leader in experience management, revealed that in companies where feedback is not taken into account, 68% of employees are dissatisfied with their working environment, and 56% would not recommend the company as a good place to work.
“Measuring the Employee Experience changes the paradigm and enables data-driven decision making across the organization”Melissa Arronte, Medallia’s Global Employee Experience Practice Leader
Arronte added that by adopting this approach, “leaders are 12 times more likely to perceive revenue growth exceeding 20%.”
Today, there are technological tools that, together with artificial intelligence (AI), enable companies to gather feedback and responses from workers in real time.
Medallia works with a cutting-edge AI for text analytics and proprietary sentiment engine, which enable it to gather insights from all departments, channels and signal sources, so that companies can see where and how to improve.
In summary, Employee Experience has become a critical factor in the post-pandemic era, impacting all aspects of business and employee and customer satisfaction.
This highlights the importance of strategic internal communications and the adoption of technologies to constantly measure and improve the employee experience, which are critical to business growth.
Do you need to design a successful communications plan?
We are a global public relations agency that since 1996 has been helping to create connections between great brands and their audiences in an innovative and personal way, enhancing their reputation and narrative to drive business outcomes.
Our track record of co-constructing with more than 300 clients from diverse cultural backgrounds and industries has given us a unique perspective for delivering customized and effective strategic communications solutions to anywhere in the world.
Our team of experts, located in major cities around the world, combines a global outlook with in-depth local market experience and a sense of curiosity that transcends borders and ensures that they stay abreast of the changes and trends occurring in different markets and societies.
MarketCross has received several different international awards including the Latin America Excellence Awards (2016 and 2018), Eikon Chile (2022), Eikon Argentina (2023), Eikon Internacional (2023).
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information, visit www.medallia.com.