Good customer service seems in short supply these days and we are almost surprised when we encounter it. A recent experience demonstrated the power of showing customers you care. Read more.
When your stakeholders don’t respond to your efforts to engage, one of the first things businesses do is pull up their messaging stakes, only to create more confusion. Avoid pivoting too soon and too quickly.
No matter how well-intentioned, a campaign you launch, a statement you make, or something you do will make some of your stakeholders angry. Thinking about the downside before you step out in public can prepare you to manage it if it happens.