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Lessons from Congressman Weiner – Reinforce the Message

Customer Survey Research - Reinforce the MessageOne of the best practices of effective internal and external communications is to reinforce the message.

If you watched Congressman Weiner’s press conference yesterday, you would have seen an illustration of this approach.

Regardless of the question being asked, Congressman Weiner answered each question by reinforcing his primary message, which was to accept responsibility for his behavior and apologize to the people he hurt, primarily his wife and family.

As customer strategists we face numerous reactions to the programs and initiatives that we put in place. Our message will be understood and believed only through continuous communications that reinforce its purpose.

Next time you talk about your customer retention strategies, don’t forget to reinforce your primary message.  

About the Wordle: This Wordle was developed using the top 30 words from a transcript of Congressman Weiner’s press conference. The questions that the press asked were removed.

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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