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A communication tip – Use what you already have

This morning, I treated myself to Starbucks. I splurged and bought a scone with my tall skinny vanilla latte.

As I enjoyed my tasty treats, I was struck by a communication approach that Starbuck’s used. On the little brown bag that housed my scone, I noticed this letter.

"What a great communication approach," I thought. Starbucks used something that already exists to amplify their message to customers.

Communicating the importance of customer listening and customer insights is an essential ingredient to driving a customer centric culture. As you explore channels to amplify your message, don’t forget about those that already exist.

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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