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Block 3, Reading 17: Internal Marketing (Harris, 2017) - Coggle Diagram
Block 3, Reading 17: Internal Marketing (Harris, 2017)
Benefits
Coherent brand identity
Focus in organisation
Supports customer relationships
Feedback
Innovation
Internal communication
Line management
Internal team peer
Internal project peer
Internal corporate
Critical service interactions
Lack of service availability
Accommodating customer requests
Special treatment
Response to service failure
Staff empowerment
Sharing performance info
Rewards based on performance
Knowledge to contribute to performance
Decision making power
Unfair customers
Verbal abusers
Blamers
Rule breakers
Rule makers
Opportunists
Returnaholics
Reaction
Fairly but firmly
Manager intervention
Advance planning
Prevention training
Explaining - comms strategy
Relationship termination
Employee Types
Brand champions
Brand agnostics
Brand cynics
Brand saboteurs