Businesses need to start cashing in on the power of experience

The internal communications industry seems to have a more wary approach to embracing new mediums in comparison to the B2C market. Whilst consumer brands have been quick to jump on emerging communication methods to market to their customers, they have often relied on more traditional mediums when it comes to communicating with their employees. Whilst it can be argued that this approach has proved effective in the past, I don't think that the traditional thinking behind internal events has been challenged enough.

In a recently published report to Government entitled “Engaging for success: enhancing performance through employee engagement” The Rt Hon Lord Mandelson, Secretary of State for Business, Innovation and Skills said “Only organisations that truly engage and inspire their employees produce world class levels of innovation, productivity and performance.”

The report takes an in-depth look at employee engagement and reports on its potential benefits for companies, organisations and individual employees. It goes on to say that business and organisations function best when they make their employees’ commitment, potential, creativity and capability central to their operation. Clearly, having enough cash, and a sensible strategy, are vital. But how people behave at work can make the crucial difference between business and operational success or failure.

Gallup in 2006 examined 23,910 business units and compared top quartile and bottom quartile financial performance with engagement scores. They found that: Those with engagement scores in the bottom quartile averaged 31 – 51 per cent more employee turnover, 51 per cent more inventory shrinkage and 62 per cent more accidents. Those with engagement scores in the top quartile averaged 12 per cent higher customer advocacy, 18 per cent higher productivity and 12 per cent higher profitability.

Engagement is two way: organisations must work to engage the employee, who in turn has a choice about the level of engagement to offer the employer. Each reinforces the other.

There are so many new and innovative ways to inspire and engage the internal audience, from social media to experiential marketing. Developments in areas such as digital theatre and content sharing are creating a revolution in the B2C market that producers of internal events simply cannot ignore.

These new methods of engagement are not just for consumers; it's high time that corporate companies started treating their internal and business audiences as consumers, and building more immersive and engaging 'business brand experiences'.

The recent credit crunch has acted as a catalyst for change across all sectors and now is the perfect time for businesses to readdress the way they communicate with their internal and external audiences. Lord Mandelson confirms this: “ A recession might seem an unusual time for such reflection – in fact, the opposite is the case. Because Britain’s economic recovery and its competitive strengths in a global economy will be built on strong, innovative companies and confident employees, there has never been a more important time to think about employee engagement in Britain.”

Businesses have a duty now more than ever to demonstrate how their business values match those of their prospects, in addition to reassuring their existing clients and employees. We are seeing more and more brands embracing the use of social media and digital platforms to share, measure, and amplify their events and marketing strategy. There is such a wealth of technology available that empowers businesses with the tools to create memorable experiences - for clients, prospects and staff alike.

Experiential techniques, once the exclusive property of the B2C marketing department, are now transcending into the corporate world and are being used to engage prospects and staff. The economic climate has forced a move away from big budget spending on one medium; as a result businesses are looking for new ways to interact with their target demographic.

Businesses are under pressure to engage prospects and sustain a healthy bottom line, and it is difficult to generate stand out and cut through in an increasingly cluttered and saturated market place. And with reports that distrust in big companies, whether as supplier, client or employee, is at an all time low, it is more important than ever for corporates to try and engage on a more personal level. It is high time that brands and institutions started to treat their internal audiences as consumers in their own right and look to turn these people into fans of the brand.

Now is the time to focus on your business brand - A New Approach

In recent weeks i have been out and about meeting clients to discuss the new RPM Corporate Division and its reason for being, i thought i would use the blog to spread the word a little further because the reaction from clients has been very promising indeed and in fact we have already secured two new clients with our first employee engagement project kicking off in January 2010.

There are so many new and innovative ways to inspire and engage the corporate audience. Developments in areas such as digital theatre and content sharing are creating a revolution in the corporate communications and event market. In this day and age there is no excuse for “death by PowerPoint”; and I am certainly not referring to virtual events (don’t get me started on these glorified conference calls!).

In light of this, at RPM we recently launched a specialist corporate division, dedicated to providing a tailored and bespoke service for internal and B2B engagement briefs, headed up by yours truly.

This was a result of seeing a gap in the market for RPM to tap into, and knowing from a wealth of experience that this is the perfect time for re-addressing the way in which corporate clients approach their live communications, when talking to their internal and business audiences.

Today’s conference and B2B Meetings are utilising the latest wireless and HD technology. When we want audience interaction, education and content sharing, we are seeing an increase in the use of interactive and touch screen technology. Furthermore, we are seeing brands embracing the use of social media and digital platforms to share, measure, and amplify their events. You can be sure that 2010 and beyond will see clients enhancing their live experiences with the likes of 3D and augmented reality (watch the press for news of this with our project).

At RPM we live and breathe the power of experience, and have used many of today’s innovations to great effect when engaging consumers and delivering effective campaigns for clients. And in our view, these new methods of engagement are not just for consumers; it’s high time that corporate companies started treating their internal and business audiences as consumers, and building more immersive and engaging ‘business brand experiences’.

Ultimately, we are all consumers, and treating staff as such and investing time in ensuring that all methods of internal communication are as engaging and relevant as the external marketing messages is key in creating ambassadors for a business. Getting face to face and making sure that business messages are at the heart of the communication will be the key to success for clients in 2010.

It is our aim to build a division that provides a new and experiential approach to the way in which brands communicate to their audiences in the live environment. We will be building a sophisticated proposition that will be involved in the communication process from a very early stage, and following this we will create IP rights owned properties that clients can buy in isolation. These rights will cover areas such as communications audits, employee engagement tools and programmes and, of course, channel activation.

Experiential techniques, once the exclusive property of the marketing department, are now transcending into the corporate world and are being used to engage their staff. Never before have we seen so much distrust in big companies. With this in mind, and most successful business leaders across the world would agree, an engaged and motivated work force is the first step businesses need to take in order to reconnect with their customers and earn back their trust.

At RPM, our objective for the new Corporate Division is to focus on much more than business brand activation. Our aim is to integrate our thinking into our client’s business right from the creation of an idea, through to development, implementation and evaluation, and thus enable them to turn employees into loyal fans, which is arguably the best asset a business can have.

Recessionary times of staff disillusionment and uncertainty have created a perfect opportunity for this proposition. We have set ourselves some big targets and rightly so; I have 100% confidence that the team we are building and the existing exceptional internal resource at RPM will deliver tenfold.