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| The Internet is
redefining competitive economics and raising the standards of
excellence, but the basic rules of good communication remain
constant. You cannot simply layer new communication tools on
top of a fundamentally flawed, low-trust communication culture.
The result will be |
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simply more communication. The key to better relationships,
better businesses, and better lives is not more communication, but
better communication.
Results of better communication
- Helps partners focus more efficiently on the vital, few priorities
where they can truly improve the value provided to their customers
and to each other
- Helps partners understand the big picture and coordinate actions
- Candidly assesses their performance and shows them how to create
better results
- Builds trust by ensuring that information received is reliable,
and that information shared will be used to build a better relationship,
never abused for selfish gain
The communications networks at high-loyalty firms are based on four
components essential to superior business relationships: listening,
learning, acting, and explaining. As a loyalty leader it is your job
both to learn and to teach the art of communication and how these
four essentials work in a dynamic, self-sustaining, perpetual cycle.
Examples of
Bain's work
Management Tools: Companies use Customer
Relationship Management (CRM) to better understand customers in
order to acquire, retain and grow the most profitable accounts.
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