Question

Topic: Taglines/Names

Name For A Company Newsletter

Posted by Anonymous on 3/27/2008 at 10:11 PM ET 25 Points
we have an on-going campaign on encouraging our employees to be more customer-focused.

in order to make more noise about the customer service initiative, we are thinking about coming up with a quarterly newsletter for all our employees. said newsletter will provide updates on the different CS-related activities going on in our office sites.

we need a catchy name for our newsletter.
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RESPONSES

  • Posted by CarolBlaha on 3/27/2008 at 10:25 PM Member
    Yes, that is good, giving the offices to participate in the newsletter will create some buy in. I'd also facilitate a group meeting where all put together the mission statement and yearly strategic plan. What you need is buy in. Something they create together.

    there are many ways to manage a group where they feel their opinion matters. Google Dynamic governance and its offsprings. I've attended many trainings on it and really do think its the wave of the future.

    Carol
    Sell Well and Prosper tm
  • Posted by L. Duggan on 3/27/2008 at 11:07 PM Member
    A newsletter is so passive and very easy for people to not read. Think of things that would really generate some excitement. What about posting video testimonials on your website? Or how about having a contest or sweepstakes for a team customer driven project.

    Think of employees like customers and the need to cut through the clutter. How many newsletters are we all exposed to on a daily basis? Do you want yours to be another one added to the pile? If you're locked in to the newsletter concept, at least be different in terms of how it is delivered. Be creative, be different and you can be assured that you will more than likely be effective. Good luck!
  • Posted by Jay Hamilton-Roth on 3/28/2008 at 9:21 AM Member
    Customer-izing
    The Other Side of Our Company
    Who Pays Our Salary?
  • Posted on 3/28/2008 at 3:58 PM Accepted
    Another way of looking at it may be to make the newsletter more about employees that have provided outstanding customer service and how they did it rather than about the initiatives themselves, and offer the outstanding employees featured some sort of reward, like paid time off or gift cards or even just a small logo item- any kind of tidbit of recognition.

    i think if the newsletter is about individual employees your other employees are familiar with, they are more apt to read and follow the example of someone they know. you can still get the info about your initiatives in but just in more interesting copy.
  • Posted by mdlugozima on 3/29/2008 at 2:11 AM Accepted
    Focus Pocus (Customer Magic)
    All Eyes On The Customer
    Customer Success Stories
    Customer Quality Quarterly
    Customer Winning Ways
    Above And Beyond
  • Posted by betterwords4you on 3/29/2008 at 5:07 AM Member
    You're getting good advice here. To rephrase a couple of the comments, you need to push ownership of any such initiative "down" to front-line CS agents. That'll help you increase employee interest and produce content that reflects your customers' POV as much as as possible. Think of it as inhouse "social media" more than a "newsletter."

    Identify your CS people as your corporate Ambassadors, in the business of helping you align your business more effectively with the needs and preferences of customers. To support that effort, have them share what they've learned about helping customers in an inhouse blog.

    Improve the quality of submissions by rewarding the writer of whatever post gets the most positive comments with a free lunch or an extra day off. Some CS people will be better talkers than writers and unlikely to write any posts. Ask one of your PR people or freelance copywriters to "interview" them and record the interview as that person's post.

    Does something like this seem too complicated or time-consuming? Then plan on sitting back and watching your hard-won customers wander away toward your competition.
  • Posted on 3/29/2008 at 9:38 AM Member
    Here is one that Harry Hallman, a Marketingprofs member, used back in 1989 for a program he wrote. I have always like it for customer service programs.

    "Through The Customer's Eyes"
  • Posted on 3/29/2008 at 5:28 PM Member
    The answer is: Customer choice
  • Posted by aspalato on 3/30/2008 at 7:31 AM Accepted
    If I understood you correctly you want to increase awareness among you employees that the quality of customer service is directly tied to their paychecks.

    In that context here are few suggestions:
    Customer Rule(s)
    The Art of crowing our Customers
    Our Customers - our Kings and Queens

    I would also suggest including some incentives for employees with best initiatives and or practices in customer services as a newsletter feature

    hope it helps
  • Posted on 3/30/2008 at 4:42 PM Member
    Consumer cannon
    but my suggestion is use other attractive ways -competition of essay writhing how to attract the consumer (v short)
    _as a consumer sketch out Ur desires to company etc and give some incentives to Ur employees
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