Why it that companies have forgotten that effective communications is the bedrock of great customer service? Poor communication can turn a loyal, happy customer into an enemy.
While there was no stated theme at the recent Communications Network Fall Conference, virtually every plenary and break out session focused in some way or another on the need to tell our stories better for more effective communications. I suppose this theme isn't surprising among professional communicators but it was fascinating how much of a struggle it seems to be for a group of people, who more than most, really understand storytelling.
The events of last week – from the terrifying explosions at the Boston Marathon to the devastating fertilizer plant explosion in Texas were defined by chaos, a lack of clarity about what happened and why, and enormous amounts of misinformation.