Thursday, December 1, 2011

What promises are on your corporate website?

Recently when working with people in the areas of management development and/or service excellence, I have been surprised by how many employees know very little about what is on their company website.
Upon discovering this issue I then ask the staff members if they have ever had situations where clients have referred to something that they had read or viewed on their website that the staff member didn't know about.
Nearly everyone has said that they had experienced such a situation.

When I then ask who they believe is responsible for ensuring that they (the employees) know what is on the website, they reply, "Senior Management" or "The Marketing Department".

Very few people say, "Me!".

In reality it is a two way street. Senior managers and marketers should communicate with staff regarding what is being communicated via the corporate website. Staff should also take personal responsibility for knowing what is being communicated. In this way the Market - Communication Gap can be minimised or eliminated.

What is your experience of this issue?

Find out about the OTM Service Strategy to help you to close your market - Communication Gap.

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