ROI Forum hosted by Slack: Customer Centricity

ROI Forum hosted by Slack: Customer Centricity

September 13, 2019

The ROI Forum hosted by Slack brought together a group of internal communicators for discussion and sharing on the topic of customer centricity. Attendees included communicators from eBay, Google, and SurveyMonkey, among others.

Thought leadership topics discussed:

  • The standards of customer service are higher than ever before, due in part to the rise of personalized experiences enabled by technology (think Netflix and Amazon)
  • Leaders set the tone for customer centricity, in both their communications and actions
  • Focus on customers helps employees understand the purpose of their work, which leads to deeper engagement
  • Sharing the voice of customers, and insights and information about customers are key ways for communicators to infuse customer centricity into their organizations
  • Treating employees with as much care and importance as customers – or perhaps even more so – is also a powerful strategy for centralizing the consumer and driving employee engagement simultaneously

The Slack platform was first created as a tool for employees to work together and communicate internally – and just look at where it has gone from there!

ROI Forums

ROI Forums provide a unique, invitation-only opportunity for Communication and HR senior leaders from Fortune 500 companies to share best practices, exchange ideas and discuss the latest issues and emerging trends. In addition to the ROI Forums, we host events exclusively for ROI Partner Group members, including summits, lunches and coffee chats.