3 Things All Strong Brands Have in Common

A strong brand is one that can stand the test of time. It exists to make a difference in people’s lives—the lives of the customers who benefit from its products and services and the lives of employees who work hard to deliver them. Many factors impact the ultimate success of a brand, but there are…
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The key to success is staring you right in the face

Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor: outstanding customer service. I have spent 44 years focused on customer service. I have written hundreds of articles, as well as seven books on the topic. I have also been interviewed on television and…
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5 Principles for Using Data to Communicate to Senior Leadership

Proving ROI lies at the heart of any communication budget. All communicators know this, but too many overlook how to communicate results based on clear data that leadership across the organization can understand. Using data to show—not just tell—executives how your communication strategy impacts the overall bottom line is increasingly important. As PR has evolved,…
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How to Use Measurement to Manage Reputation

Actively managing your company’s corporate reputation is no longer optional. Just ask Facebook. The company has suffered reputation setbacks over the past year and a half following a series of allegations and missteps; from proliferating fake news, to data and security breaches, to lags in leadership, Facebook’s reputation is now severely compromised. Our firm’s data…
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How to Communicate Effectively About PR Measurement

PR remains an obscure, difficult-to-understand discipline from an outsider’s point of view. It goes without saying, then, that its measurement probably baffles more people than we think, including some from the media industry. Richard Bagnall, chairman of the Association for the Measurement and Evaluation of Communication (AMEC), recently tweeted criticism of a Forbes article titled: “How to measure the value of…
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5 sure-fire ways to get blocked by a company gatekeeper

Sales workers the world over are constantly grappling with one of their most difficult tasks: getting to the person they need to speak to. Closing a deal for your product or service is always a tough process, and the first step of getting past the company gatekeeper can often be the hardest. Experimentation, flexibility and…
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10 ways to share year-end performance to inspire employees

The end of the year is fast approaching. The results of 12 months of effort will be revealed. Businesses will see how successful they have been in the past year—and what the future may hold. For internal communicators, it’s a golden opportunity for employee engagement. Sharing year-end results improves confidence in leadership and can directly influence employee happiness….
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6 steps to data-driven transformation

We’re now well into the Fourth Industrial Revolution. The first Industrial Revolution was about steam and railroads, the second about electricity and the third was brought about by the internet. Artificial intelligence and the data it produces, the basis of the Fourth Industrial Revolution, will completely change the way business is done and companies are run…
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How to create a podcast: The basics

Back when I started podcasting a decade ago, there was not a lot of information available about how to go about it, and podcasting was considered a hobby or something that existed on the periphery of the communication profession. Now various companies and organizations are making podcasting a regular part of their communication strategy, but…
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There’s a blind spot at the heart of most organizations—and we can fix it

There’s a breathtaking scene in Queen: Days of our Lives, the documentary about the band Queen. It shows thousands of concert-goers clapping together while the band plays one of their greatest hits, “Radio Gaga.” After a few seconds, the documentary cuts to record producer Dave Richards, who makes a telling comment: “Freddie said, what we do is…
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