The Great Wall of China has been the source of lore, wonder, and mystery for thousands of years. And it turns out it also marks the beginning of mass communication. In this episode of Often Imitated, we talk to Erica McMannes about how she’s creating an exceptional remote work communication ethos at Instant Teams.Experience: Develop a communication ethosInspiration: Smoke signals on the Great Wall of China Modern Day Execution: Erica McMannes, Founder and COO of Instant Teams Three TakeawaysYour team needs a communication ethos, which is a philosophy and strategy for how you talk to customers.As you hone in on what makes your customer experience team exceptional, you need to find out what works best for your cx philosophy.Get everyone on your team on the same page in terms of how you communicate. Key Quotes“If you can treat communication just like you would any other process flow at a very high level, it really makes all the difference.”“While customer facing, be sure to over-serve versus overshare.”“The more successful we've become and the bigger we've grown is because we've niched down.” LinksErica McMannes LinkedInInstant Teams__Thanks to our friends This podcast is presented by Oracle CX. Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives