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Prudential Assurance Company Singapore (PACS) case study – Vertical Communication
Blackburn’s Message
This focuses on Blackburn’s key concerns that require adjustments within the vertical communication strategy of PACS that will eventually benefit employees as well as the company at large. In this case, the key points of the message are thereby addressed in this newsletter message and supported in great detail in the organization’s Strategy document. The effectiveness in communication will require that the organization together with employees work towards collective as well as individual achievement of goals that will eventually create a culture of collaboration that is customer-oriented. The connection between crucial elements and the company’s strategy such as the aspect of listening intentionally to customers for the purposes of giving appropriate services in return would help build the organization’s heritage. The employees should understand the necessity of clear communication in the process of developing the organization’s image.
Such actions will help deepen the connections and strengthen the relationship between customers and organization stakeholders. Taking care of customer personality and preferences requires that employee, first of all, becomes aware of the customer profile before matching the preferred insurance services.
When articulated properly, these action points would ensure efficient coordination and eventually delivery of appropriate information amongst employees and to customers. In this case, the use of digital platforms such as Facebook, Twitter, and emails is necessary for reaching new customer segments and promoting innovative company ventures. Employees must understand that in contemporary society, the customer experiences through the virtual platform are always appreciated. This is since it provides various levels of conveniences that also include saving on travel costs and time.
I assure all employees that effecting such changes would ensure the improvement of employee personality and company output in general. This newsletter addresses three points of Blackburn’s concern where employees are encouraged to take responsibility for the DO’s: first of all beginning to work together as a team across all the company’s functional areas. This will ensure the existence of cohesiveness across employee groups that will eventually provide the clients with the required services on an exemplary level. At the same time, such activity will ensure the creation and implementation of various major programs. Secondly, there is a need to treat the customer as the King by listening to their voices at all capacities. This eventually ensures that PACS employees deliver high standard services that are innovative to current and future customers. Thirdly, all the employees are expected to have the capacity of sharing their stories concerning team performance. Every employee should be capable of providing transformational leadership that is inspirational towards every client and amongst team members.
What does Wilfred Blackburn wish the employees should “Do”, “Know” an...