SlideShare a Scribd company logo
Positive Communication
Overview
• Increase communication between
departments with respect to customer
needs.
• Be more proactive in real time after local
moves to communicate accounting results
with customer.
• Touch customer at least one additional
time post move.
The Opportunity
• Improved communication of customer
need before, during and after the move.
• Can final costs be generated while still at
residence, or at minimum within 1 day?
• How to communicate results quickly and
simply.
Audience Analysis
• This is the busiest time of year so most
resistance will be connected to workloads.
A suggestion could be to implement part
now and more in the fall.
• Everyone will favor a better outcome,
getting the teams to embrace their
particular part of the solution will be a
consideration to framing.
Possible key Stakeholders
• All department heads will have to buy in.
• It all starts with sales and customer
service.
• It all ends with accounting.
• It all matters to our customer.
Highlighted References
• Shwom, B., Snyder, L. Business
Communications Polishing Your Professional
Image 2014
• Dixon, M., Ponomareff, L., Milgramm, A., HBR
Blog Network, Stop Trying to Delight Your
Customers:The Idea in Practice 2014
• Mitchell, Jack, Hug Your Customers 2003
Highlighted References
• Shwom, B., Snyder, L. Business
Communications Polishing Your Professional
Image 2014
• Dixon, M., Ponomareff, L., Milgramm, A., HBR
Blog Network, Stop Trying to Delight Your
Customers:The Idea in Practice 2014
• Mitchell, Jack, Hug Your Customers 2003

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Week 4 proposal power point public

  • 2. Overview • Increase communication between departments with respect to customer needs. • Be more proactive in real time after local moves to communicate accounting results with customer. • Touch customer at least one additional time post move.
  • 3. The Opportunity • Improved communication of customer need before, during and after the move. • Can final costs be generated while still at residence, or at minimum within 1 day? • How to communicate results quickly and simply.
  • 4. Audience Analysis • This is the busiest time of year so most resistance will be connected to workloads. A suggestion could be to implement part now and more in the fall. • Everyone will favor a better outcome, getting the teams to embrace their particular part of the solution will be a consideration to framing.
  • 5. Possible key Stakeholders • All department heads will have to buy in. • It all starts with sales and customer service. • It all ends with accounting. • It all matters to our customer.
  • 6. Highlighted References • Shwom, B., Snyder, L. Business Communications Polishing Your Professional Image 2014 • Dixon, M., Ponomareff, L., Milgramm, A., HBR Blog Network, Stop Trying to Delight Your Customers:The Idea in Practice 2014 • Mitchell, Jack, Hug Your Customers 2003
  • 7. Highlighted References • Shwom, B., Snyder, L. Business Communications Polishing Your Professional Image 2014 • Dixon, M., Ponomareff, L., Milgramm, A., HBR Blog Network, Stop Trying to Delight Your Customers:The Idea in Practice 2014 • Mitchell, Jack, Hug Your Customers 2003