‘An urgent priority’: How internal comms is coming of age during Covid-19
Internal communications and customer care may have slipped down the list of priorities for some brands pre-Covid, but both roles have emerged as priority areas for companies looking to a post-pandemic recovery.
From the early days of lockdown when the situation was changing daily, to businesses now contemplating a return to the office, the role for internal communications has shot up the corporate agenda during the pandemic.
Likewise, as brands have closed stores, introduced social distancing measures and radically changed their services, customer care has become more crucial than ever in helping companies maintain a connection with consumers.
Two disciplines that in the past may not have been shown enough love by their businesses have emerged as key functions in dealing with the crisis.
Internal comms has transformed into an area of “urgent priority” argues Chad West, director of marketing and communications at digital bank Revolut.
“It will have a big seat at the top table every single week, certainly for the foreseeable future, because for a lot of people it might seem like short-term pain and things are getting back to normal, but the reality is they’re not,” West explains.
