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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

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!

Start. Stop. Start Again.

Lisa Poulson / June 7, 2022 / Change, Communication, Customer Care, Internal Communications, Leadership /

Communication, Change, Customer Care, Internal Communications, Leadership

Your first user conference in two years is next week! It’s oversubscribed! Everyone is so excited to get together!! Yay! But your famous keynote speaker got COVID. Oh no!  You’re finally opening the gorgeous office you leased two years ago! Yay! … [Read more...] about Start. Stop. Start Again.

Your talk can be a symphony

Lisa Poulson / October 5, 2021 / Change, Communication, Customer Care, Evangelism, Internal Communications, Leadership, Messaging, Persuasion, Public Speaking /

Communication, Change, Customer Care, Evangelism, Internal Communication, Leadership, Messaging, Persuasion, Public Speaking

What’s a crescendo? In a symphony or an aria, it’s a swelling of music that tells listeners that THIS is the most important, the most lush, the most beautiful part of the piece. Composers do so many intricate and wonderful things to build to … [Read more...] about Your talk can be a symphony

Speak their language

Lisa Poulson / September 7, 2021 / Change, Communication, Customer Care, Evangelism, Internal Communications, Leadership, Messaging, Persuasion, Public Speaking /

Communication, Customer Care, Evangelism, Internal Communications, Leadership, Messaging, Persuasion, Public Speaking

As a great communicator you speak to your audiences in their language. You use their acronyms, you speak to their industry’s concerns, you know what “success” looks and feels like to them. Ask yourself: Based on what I know about the people I am … [Read more...] about Speak their language

Giving the right gifts

Lisa Poulson / August 31, 2021 / Communication, Customer Care, Evangelism, Innovation, Leadership, Messaging, Persuasion, Public Speaking /

Communication, Customer Care, Evangelism, Innovation, Leadership, Messaging, Persuasion, Public Relations, Public Speaking

You know that whenever you speak to your audiences, you must give them a gift. Because when you give a talk it’s never about you, it’s about your audience. But how will you know when you have given them the gift they need most?  When your great … [Read more...] about Giving the right gifts

I’m sorry!

Lisa Poulson / July 6, 2021 / Change, Communication, Customer Care, Internal Communications, Leadership, Media Spokesperson /

Communications, Change, Customer Care, Internal Communications, Leadership, Media Spokesperson

Every one of us is coming out of a rough year and a half, but we’re all damaged in different ways and carrying different wounds. You’re leading a team into the new world of hybrid work. Your team is struggling. So, likely, are you. Because you’ve … [Read more...] about I’m sorry!

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