Truly caring about your customers is the real key to

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Truly caring about your customers is the real key to earning customer loyalty. This list is pretty good for earning customer loyalty: Following-up before they can Calling to ask how things went after an event Sending a note of appreciation Telling them how much you value their business Asking for input before it’s offered Predicting their next need Admitting guilt when you’re guilty Delivering bad news before they even notice it CHAPTER NINE: PRINCIPLES OF COMMUNICATION Introduction Interpersonal communication is the foundation of human interaction. Its importance for innovation and change can hardly be overemphasized. In this section, communication from different viewpoints including listening and speaking is ex.
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Objectives - To introduce communication and to demonstrate the importance of communication in a variety of contexts including that of the manager of innovation and change - To evaluate and discuss the characteristics of good communication and how to improve our communication - Communication is a two-way process of giving and receiving information through any number of channels. Whether one is speaking informally to a colleague, addressing a conference or meeting, writing a newsletter article or formal report, the following basic principles apply: Know your audience. Know your purpose. Know your topic. Anticipate objections. Present a rounded picture. Achieve credibility with your audience. Follow through on what you say. Communicate a little at a time. Present information in several ways. Develop a practical, useful way to get feedback. Use multiple communication techniques. Communication is complex. When listening to or reading someone else's message, we often filter what's being said through a screen of our own opinions. One of the major barriers to communication is our own ideas and opinions. There's an old communications game, telegraph , that's played in a circle. A message is whispered around from person to person. What the exercise usually proves is how profoundly the message changes as it passes through the distortion of each person's inner "filter." Factors Influencing Communication Communication can be influenced by environmental factors that have nothing to do with the content of the message. Some of these factors are:
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o The nature of the room, how warm it is, smoke, comfort of the chair, etc o Outside distractions, what is going on in the area. o The reputation/credibility of the speaker/writer. o The appearance, style or authority of the speaker. o Listener's education, knowledge of the topic, etc. o The language, page layout, design of the message. People remember: - Of what they read - Of what they hear - Of what they see - Of what they hear and see Communication with Decision Makers Innovation and change often depends upon persuading potential users of the benefits of an innovation.
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