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Internal Marketing (Role and Impact of Staff ('Moments of Truth'…
Internal Marketing
Role and Impact of Staff
'Heart of the brand experience'
Create value
'Moments of Truth'
Customer perception
Satisfaction
Dissatisfaction
Evaluation of Quality of Service
In-store or online
Service Package
Virtuous Cycle
Vicious Cycle
'Part-time Marketers
'Live the Brand'
Empowered
Enthused
Values
Brand definition
Risk Athletes
Unfair Customers
Verbal Abusers
Blamers
Rule Breakers
Rule Makers
Opportunists
Returnaholics
Communication
Two way communication
Staff Involvement
Internal
'Strategic management of interactions and relationships
Stakeholders
Organisations
External
Innovation
Stakeholders
Management Styles
Human Resources Policies
Interrelated Dimensions
Line management communication
Internal team peer communication
Internal project peer communication
Internal corporate communication
'Designed to promote commitment to the organisation'
Critical service interactions
Compensation
Apologies
Perceived Over and Above
Actual Over and Above
Poor Communication
Benefits
Promote Coherent Brand Identity
Staff Diversity
Activities
Organisational roles
Relationship Building with Customers
Feedback
Staff to Organisation
Contribution
Improved customer-orientation
Types of employees
Brand Champions
Brand Agnostics
Brand Cynics
Brand Saboteurs
Empowerment
Benefits
Problems
Appropriation