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Where does it hurt?

Lisa Poulson / January 31, 2023 / Communication, Customer Care / Leave a Comment

Communication, Customer Care

Want to be a great communicator? You need to understand who you’re talking to. You need to know what your audiences need, hope for, and fear most.  It’s a new year! It’s time to double down on building empathy for your customers, prospects, … [Read more...] about Where does it hurt?

Earned, Owned, Paid

Lisa Poulson / January 17, 2023 / Change, Communication, Customer Care, Evangelism, Innovation, Media Spokesperson, Messaging, Persuasion, Public Relations, Storytelling / Leave a Comment

Communication, Change, Customer Care, Evangelism, Innovation, Media Spokesperson, Messaging, Persuasion, Public Relations, Storytelling

We continue to debate and evolve our definitions of paid, earned, and owned media. For a marketing person, these distinctions may be vital, but my advice as a communications coach to clients is the same no matter which channel they’re … [Read more...] about Earned, Owned, Paid

What’s next?

Lisa Poulson / January 3, 2023 / Change, Communication, Internal Communications, Leadership, Spokesperson /

Communications, Spokesperson, Change, Internal Communications, Leadership

Remember when the New Year was a time of delightful anticipation? We’d make plans to conquer the world? In March 2020 I looked back with a sinister laugh at my January and February 2020 self and said, I’m never doing THAT again.  But even though … [Read more...] about What’s next?

Words. They matter.

Lisa Poulson / November 29, 2022 / Change, Communication, Customer Care, Evangelism, Internal Communications, Media Spokesperson, Messaging, Persuasion, Public Relations, Public Speaking, Spokesperson /

Communication, Spokesperson, Change, Customer Care, Evangelism, Internal Communications, Media Spokesperson, Messaging, Persuasion, Public Relations, Public Speaking

Let’s talk about words. If I say “ruby” to someone at a jewelry store, I’m going to get something very different than if I say “Ruby” on GitHub. Shared vocabulary is a prerequisite for any successful conversation.  It’s your responsibility both as … [Read more...] about Words. They matter.

Reality?

Lisa Poulson / November 15, 2022 / Change, Communication, Customer Care, Evangelism, Internal Communications, Media Spokesperson, Messaging, Persuasion, Public Relations, Public Speaking, Spokesperson /

Communication, Spokesperson, Change, Customer Care, Evangelism, Internal Communications, Media Spokesperson, Messaging, Persuasion, Public Relations, Public Speaking

‘’Perception is reality.” Lee Atwater coined this phrase in political campaigning because he saw that what people think is more powerful than what’s true. Objectivity does not exist. This can be super frustrating, but it’s TRUE. People do not … [Read more...] about Reality?

Context matters!

Lisa Poulson / November 1, 2022 / Change, Communication, Customer Care, Evangelism, Internal Communications, Media Spokesperson, Messaging, Persuasion, Public Relations, Public Speaking, Spokesperson /

Communication, Spokesperson, Change, Customer Care, Evangelism, Internal Communications, Media Spokesperson, Messaging, Persuasion, Public Relations, Public Speaking

Let me state the obvious: The three minute presentation you give at a university recruiting day should be radically different from your board meeting. The language you use at a biotech conference to a bunch of doctors is different from the language … [Read more...] about Context matters!

A good apology

Lisa Poulson / September 20, 2022 / Communication, Leadership, Media Spokesperson, Public Relations, Spokesperson /

Communication, Spokesperson, Leadership, Media Spokesperson, Public Relations

Your customers, investors, employees may be disappointed or angry. You may need to apologize. If so, do it immediately. Do it gracefully, patiently, and consistently. Via every communications channel. Take control of the narrative. Suck up your … [Read more...] about A good apology

Proof

Lisa Poulson / August 30, 2022 / Communication, Evangelism, Innovation, Media Spokesperson, Persuasion, Public Relations, Spokesperson /

Communication, Spokesperson, Evangelism, Innovation, Media Spokesperson, Persuasion, Public Relations

Founders bring companies into being because they don’t take no for an answer, because they bravely tackle obstacles, because they never, ever give up. But these qualities play havoc with founders when they try to communicate externally. Ninety-five … [Read more...] about Proof

Perception = reality

Lisa Poulson / July 19, 2022 / Change, Communication, Evangelism, Innovation, Media Spokesperson, Persuasion, Spokesperson /

Commuincation, Spokesperson, Change, Evangelism, Innovation, Media, Spokesperson, Persuasion

Whenever you communicate with anyone you are crossing a bridge. You are trying to get part of what’s in your mind into the uncharted territory of their minds. This is always a non-trivial process. Because every person you speak to has their own … [Read more...] about Perception = reality

“I don’t know” is OK. Really.

Lisa Poulson / July 5, 2022 / Change, Communication, Internal Communications, Leadership, Media Spokesperson, Spokesperson /

Communication, Spokesperson, Change, Internal Communications, Leadership, Media Spokesperson

I said this last year, but it bears repeating. It’s OK to say “I don’t know.” In our world right now there are so many questions and so few answers.  Not knowing is really frustrating. Especially when you’re a leader who is supposed to know. But … [Read more...] about “I don’t know” is OK. Really.

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